Could you keep your cool while talking to all levels of stupid? Would you be able to wear a headset all day without wanting to throw it out of the window? All calls are recorded, analysed and timed to the second. Average handling time (AHT) is discussed as if it's the very meaning of life and managers are always coming up with new ways to shave milliseconds from each call. Is it acceptable to only have a total eight minutes a day for visits to the toilet or coffee machine? Imagine not being allowed to hang up on someone who is screaming abuse down the line at you. Welcome to the Call Centre! Izabelle worked in call centres for many years; from insurance to home shopping, from selling advertising to discussing loans. Finally in the early hours one morning, she decided enough was in fact far too much and left her final call centre job the same day, never to return. On her way out of the door for the final time she vowed she would write a book about life in a call centre. Here is that book. Read about call centres in general, memorable customers and staff. How do staff stay sane? What is Big Red? Are cranberries the true meaning of Christmas? Why would you have leather trousers round your ankles in a lift? How not to impress your boss. Izabelle shares these and many other true tales from her years of incarceration in UK call centres.

    Complemented with more than 40 full-colour personal illustrations of the Captain, Life in the Skies will be a valuable and useful guide for air travellers and budding-pilots alike!Captain Lim Khoy Hing is an ex-airline pilot who is passionate about flying, having worked all his life high above the clouds since leaving college. Prior to his retirement from flag-carrier Malaysia Airlines, he was fortunate enough to fly the latest fly-by-wire planes such as the Boeing 777 and Airbus A320, A330 and A340. He has logged a total of 25,500 flying hours, or about 20 trips to the moon and back. Capt. Lim started his flying career in the Royal Malaysian Air Force, having been trained by the Royal Air Force in the United Kingdom in 1967. He served for about 12 years in the service before joining Malaysia Airlines and finished his career with the carrier AirAsia before retiring in 2011.

    Siracusa's overview, wrap-up, and critique of everything new in OS X 10.10 Yosemite.

    It’s hard, but with Elyse, I’m playing for keeps.

    LakersThe L.A. Lakers have long been one of the NBA's most exciting teams. In The Show, critically acclaimed sportswriter Roland Lazenby brings the story of this charismatic team to life in an unprecedented oral history, featuring such legendary players as Wilt Chamberlain, Jerry West, Kareem Abdul- Jabbar, and Magic Johnson, along with current stars like Shaquille O'Neal and Kobe Bryant.Through in-depth interviews with players, coaches, and many other key figures, Lazenby follows the Lakers from their birthplace in 1946 Minneapolis to their eventual successes and failures in Los Angeles, using his flair for storytelling and eye for detail to show you exactly why the 14-time NBA champion Lakers are a celebrated favorite for sports fans all over America.

    Instead it was played for pride, both personal and national. It was a confrontation twenty years in the making and it marked a turning point in the history of hockey.On December 31, 1975, the Montreal Canadiens, the most successful franchise in the NHL, hosted the touring Central Red Army, the dominant team in the Soviet Union. For three hours millions of people in both Canada and the Soviet Union were glued to their television sets. What transpired that evening was a game that surpassed all the hype and was subsequently referred to as "the greatest game ever played." Held at the height of the Cold War, this remarkable contest transcended sports and took on serious cultural, sociological, and political overtones. And while the final result was a 3-3 tie, no one who saw the game was left disappointed. This exhibition of skill was hockey at its finest, and it set the bar for what was to follow as the sport began its global expansion.

    He takes cricket fans through all the seismic events in cricket’s tragicomic history, from its accidental birth to its run-in with death. Lords, maharajahs and refugees have all played the game that has survived many wars, corruption and terrorism to still be standing – still be captivating – today. Cricket has been dented by history, evolved by nature, grown entire nations and had to fight just to remain. This is not just the story of the people who played the game; this is Test cricket’s story.

    Featuring all new, never before published material, Crows, Papua New Guinea, and Boats is the latest release by David Thorne, author of The Internet is a Playground and 27bslash6.com

     From 1966 through the mid-70s he could change a game just by stepping on the ice. Orr could do things that others simply couldn’t, and while teammates and opponents alike scrambled to keep up, at times they could do little more than stop and watch. Many of his records still stand today and he remains the gold standard by which all other players are judged.  Mention his name to any hockey fan – or to anyone in New England – and a look of awe will appear. But skill on the ice is only a part of his story. All of the trophies, records, and press clippings leave unsaid as much about the man as they reveal. They tell us what Orr did, but don’t tell us what inspired him, who taught him, or what he learned along the way. They don’t tell what it was like for a shy small-town kid to become one of the most celebrated athletes in the history of the game, all the while in the full glare of the media. They don’t tell us what it was like when the agent he regarded as his brother betrayed him and left him in financial ruin, at the same time his battered knee left him unable to play the game he himself had redefined only a few seasons earlier. They don’t tell about the players and people he learned to most admire along the way. They don’t tell what he thinks of the game of hockey today. Orr himself has never put all this into words, until now. After decades of refusing to speak of his past in articles or “authorized” biographies, he finally tells his story, because he has something to share: “I am a parent and a grandparent and I believe that I have lessons worth passing along.”  In the end, this is not just a book about hockey. The most meaningful biographies and memoirs rise above the careers out of which they grew. Bobby Orr’s life goes far deeper than Stanley Cup rings, trophies and recognitions. His story is not only about the game, but also the age in which it was played. It’s the story of a small-town kid who came to define its highs and lows, and inevitably it is a story of the lessons he learned along the way.

    As the beloved, longtime PR director for the New York Mets, he has witnessed and quietly shaped some of the most memorable moments in team history, becoming a trusted friend and mentor to generations of players, from Darryl Strawberry to Jacob deGrom. In this fascinating memoir, Horwitz tells the unlikely story of a childhood dream come true, offering an unparalleled insider's perspective on four dynamic and unpredictable decades of Mets baseball. Featuring reflections and anecdotes only Horwitz can tell, on subjects ranging from clubhouse hijinks to the chaotic New York media scene to navigating moments of greatness and defeat, Mr. Met is a remarkable behind-the-scenes ride that fans will not want to miss.

    government—an usher in the White House. For more than 200 years, a small office has operated on the State Floor of the White House Executive Residence. Known as the Usher's Office, whose mission is to accommodate the personal needs of the first family, and to make the White House feel like a home. The Usher's Office is the managing office of the Executive Residence and its staff of 90-plus. The staff consists of butlers, carpenters, grounds personnel, electricians, painters, plumbers, florists, maids, housemen, cooks, chefs, storekeepers, curators, calligraphers, doormen, and administrative support. Ushers work closely with the first family, senior staff, Social Office, Press Office, Secret Service Agency, and military leaders to carry out White House functions: luncheons, dinners, teas, receptions, meetings, conferences, and more. Chris Emery was only the 18th White House Usher since 1891, and had the honor and privilege to serve presidential families for three years during the Reagan administration, four years for President H. W. Bush, and 14 months under President Clinton. His vignettes recreate intimate White House happenings from an insider’s viewpoint. Chris Emery was the only White House Usher to be terminated in the 20th century. Turn the pages to find out which first lady fired him... “With his book, White House Usher: Stories from the Inside, former usher Chris Emery gives his readers a peek inside what happens upstairs at the White House. Chris’ anecdotes tell a rich story of how America’s house really is the First Families’ home. I loved my trip down memory lane.” - Former First Lady Barbara Bush (October 2017)

    Drafted by the Detroit Red Wings as a 19-year-old defenseman out of his native Sweden, Lidstrom spent the next two decades manning the Motor City blueline. During those years he became a Hockeytown legend, amassing a mind-boggling collection of accomplishments and accolades: four Stanley Cups, seven Norris Trophies as the NHL’s best defenseman, a Conn Smythe Trophy, 12 All-Star selections, and gold medals in both the Olympics and World Championships. Off the ice, life appears equally idyllic: Lidstrom is uniformly respected and admired by opponents, observers, and teammates alike, and he and his wife of more than 20 years have four boys who split their time between Sweden and their adopted homeland. Perhaps only one question remains unanswered about the man teammates referred to as the Perfect Human: exactly how did he do it? In Nicklas Lidstrom: The Pursuit of Perfection, the Hall of Fame defenseman and a who’s-who of hockey luminaries investigate and reveal precisely how he made dominating the game he loves appear so effortless. How did an unimposing prospect catch the eye of Red Wings scouts during an era when few Swedes made it to the NHL? What was the secret to his remarkable endurance and longevity, allowing him to miss just 44 games in 20 grueling NHL seasons? And what level of preparation and study was required to transform a man who was not the biggest or fastest at his position into one of the greatest defensemen in hockey history? You’ll find the answers to all of this and more in Nicklas Lidstrom: The Pursuit of Perfection

    Threatened by the draft in the late sixties, he enlisted in the Army to avoid becoming a grunt, yet ended up one anyway. He endured a grueling war in Vietnam and then returned to a country too angry to care. While his journey took unexpected turns, his choices got him there, so he did his best to react positively and keep moving forward.Udden delivers his story in a comfortable, friendly style. He conveys the experiences of basic training, advanced infantry training, and what it was like to live, work, guard, patrol, and fight in the jungle. The reader will feel the adrenalin rush of a firefight, the thrill of a wild ride dangling below a helicopter, and the humor in celebrating his 21st birthday on a firebase.Through his words and personal photographs, you will live through his journey exactly as he experienced it.

    Millions of fans have enjoyed Bremer’s observations, insight, and magical storytelling on television broadcasts. Now, in this striking memoir, the Minnesota native and lifelong Twins fan takes fans behind the mic, into the clubhouse, and beyond as only he can. Told through 108 unique anecdotes–one for each stitch in a baseball–Bremer weaves the tale of a lifetime, from childhood memories of the ballfield in remote Dumont, Minnesota, to his early radio days as the “Duke in the Dark,” to champagne soaked clubhouses in 1987 and 1991, and his encounters with Twins legends ranging from Calvin Griffith and Harmon Killebrew, to Kirby Puckett and Kent Hrbek, to Joe Mauer and Justin Morneau. Game Used gives fans a rare seat alongside Bremer and his broadcast partners, including Killebrew, Bert Blyleven, Jack Morris, Jim Kaat, Tom Kelly, and other Twins legends.

    And even more than that, it's the awe-inspiring life story of Kailen Combs Taylor. Kailen lived with a perpetual sense of wonder, maintaining immutable joy and resilient hope in the midst of some of life's most barbaric trials. Narrated with heartrending candor, this harrowing love story will make you laugh, cry, and frantically turn the page, often all at once. And long after you finish the book and fall back into the hectic fray of life, you may find Kailen's message still resonates in your heart: that life can be a fairytale, even when it's a tragedy. "Bryan has written a book which proves that even in the face of impossible odds, love never fails." -Christina Rasmussen, Author of Second Firsts: Live, Laugh, and Love Again