It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies, and how they're changing customer contact services; Improving the call center's strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

    This book offers an excellent foundation in ethical decision-making for current and future business managers and IT professionals.

    The title says it is the hard way to learn to writecode but it’s actually not. It’s the “hard” way only in that it’s the way people used to teach things. In this book youwill do something incredibly simple that all programmers actually do to learn a language: 1. Go through each exercise. 2. Type in each sample exactly. 3. Make it run.That’s it. This will be very difficult at first, but stick with it. If you go through this book, and do each exercise for1-2 hours a night, then you’ll have a good foundation for moving on to another book. You might not really learn“programming” from this book, but you will learn the foundation skills you need to start learning the language.This book’s job is to teach you the three most basic essential skills that a beginning programmer needs to know:Reading And Writing, Attention To Detail, Spotting Differences.

    Find out what works and what doesnt, which turbo is right for your needs, and what type of set-up will give you that extra boost. Bell shows you how to select and install the right turbo, how to prep your engine, test the systems, and integrate a turbo with EFI or carbureted engine.

    Will take 25-35 days

    The company was forced to write-down $900 million in inventory and Surface’s future was in jeopardy.Beneath A Surface tells the inside story of how Microsoft turned its hardware dreams into a reality with new details about the challenges Panos and his team had to overcome as well as the internal politics that nearly killed the brand.For fans of Microsoft and those who are interested in the business of building brands, Beneath A Surface is a must read that tells the inside story of how Microsoft turned a failure into a fortune.

    Fully updated and revised to deal with recent changes to the GMAT, they were designed with a content-based approach.The Critical Reasoning Guide demystifies critical reasoning by teaching a clear, consistent, and effective approach to understanding an argument’s logic and choosing the best answer to the given question. Unlike other guides that attempt to convey everything in a single tome, the Critical Reasoning Strategy Guide is designed to provide deep, focused coverage of one specialized area tested on the GMAT. As a result, students benefit from thorough and comprehensive subject material, clear explanations of fundamental principles, and step-by-step instructions of important techniques. In-action practice problems and detailed answer explanations challenge the student, while topical sets of Official Guide problems provide the opportunity for further growth. Used by itself or with other Manhattan GMAT Strategy Guides, the Critical Reasoning Guide will help students develop all the knowledge, skills, and strategic thinking necessary for success on the GMAT. Purchase of this book includes one year of access to Manhattan GMAT’s online computer-adaptive practice exams and Critical Reasoning Question Bank. All of Manhattan Prep’s GMAT Strategy Guides are aligned with both the 2015 Edition and 13th Edition GMAC Official Guide.

    You'll also learn tips and tricks to help you unlock the true potential of your device. Here are just some of the essentials you'll learn from this book: - Master the settings of your Kindle Fire HD device - Drastically reduce charge time & boost battery life - Setting up and using wireless networks - Utilizing security features to safeguard your device - Increase productivity: Skype, Email, Cloud Storage, Reading Documents, File Explorer - Sync your Kindle Fire HD to your computer, transfer your music and video seamlessly - Enhance your shopping and entertainment experience on Amazon and more... Kindle Fire HD Manual: The Complete Guide To Getting The Most Out Of Your Kindle Device is a comprehensive step-by-step, no fluff guide to help you master your device in no time. Get it while it's still available at this low price! **Scroll to the top of the page and click the buy button on the right to download this book now!**

    This book provides coverage of pedagogy, and other topics such as sources of on-the-job conflict, how to use informational interviews, and others.

    Most of us measure our time by clocks and calendars. Live A Thousand Years reveals the power of measuring your time and your success by moments and experiences.

    SOAR takes the Appreciative Inquiry philosophy and applies it to provide a strategic thinking and dialogue process. The authors have been instrumental in developing this process and will share the concept and case studies to give you the confidence to try SOAR.

    Building on the successful top-down approach of previous editions, this fourth edition continues with an early emphasis on application-layer paradigms and application programming interfaces, encouraging a hands-on experience with protocols and networking concepts.

    Panda was designed to remove low quality content from the search engine results pages. The surprise to many were some of the big name casualties that were taken out by the update. On 24th April 2012, Google went in for the kill when they released the Penguin update. Few SEOs that had been in the business for any length of time could believe the carnage that this update caused. If Google's Panda was a 1 on the Richter scale of updates, Penguin was surely a 10. It completely changed the way we need to think about SEO. On September 28th 2012, Google released a new algorithm update targeting exact match domains (EMDs). I have updated this book to let you know the consequences of owning EMDs and added my own advice on choosing domain names. While I have never been a huge fan of exact match domains anyway, many other SEO books and courses teach you to use them. I'll tell you why I think those other courses and books are wrong.The EMD update was sandwiched in between another Panda update (on the 27th September) and another Penguin update (5th October).Whereas Panda seems to penalize low quality content, Penguin is more concerned about overly aggressive SEO tactics. Stuff that SEOs had been doing for years, not only didn't work any more, but now can actually cause your site to be penalized and drop out of the rankings. That’s right, just about everything you have been taught about Search Engine Optimization in the last 10 years can be thrown out the Window. Google have moved the goal posts. I have been working in SEO for around 10 years and have always tried to stay within the guidelines laid down by Google. This has not always been easy because to compete with other sites, it often meant using techniques that Google frowned upon. Now, if you use those techniques, Google is likely to catch up with you and demote your rankings. In this book, I want to share with you the new SEO. The SEO for 2013 and Beyond.

    For SQL beginners, it's more important for a book to focus on general concepts and offer clear explanations and examples of what the various statements can accomplish. This is that beginner book. A number of features make The LANGUAGE OF SQL unique among introductory SQL books. First, you will not be required to download software or sit with a computer as you read the text. The intent of this book is to provide examples of SQL usage that can be understood simply by reading them. Second, topics are organized in an intuitive and logical sequence. SQL keywords are introduced one at a time, allowing you to build on your prior understanding as you encounter new words and concepts. Finally, this book covers the syntax of three widely used databases: Microsoft SQL Server, MySQL, and Oracle, with special "Database Differences" boxes that will show you any differences in the syntax among those three databases, as well as instructions on how to obtain and install free versions of the databases. This is the only book you'll need to gain a working knowledge of SQL and relational databases.

    This informative and indispensable reference reviews fundamental information about fluids, electrolytes, and acid-base balance; identifies electrolyte, fluid, acid, and base imbalances; describes imbalances in major health problems and their consequences; and explains how to treat those imbalances—all in an easy-to-understand, comprehensive, enjoyable format.