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.

    They are not separate; they are one. If we want to live an extraordinary life, we have to make our work equally extraordinary. When your work resonates with purpose, you jump out of bed every morning, excited by the possibilities the day holds for you. Everything else in your life seems to have a glow about it, and you exude much more personal shine. My aim in writing this book is to help you feel like that every day. To help you make your work work for you. To feel truly free. Reading Free! will remind you that you are fantastic and have the ability to do amazing things; show you that work is your slave, not the other way round; help you make work your ticket to an extraordinary future; and put you in the driving seat and show you a route to freedom.

    Whatever your circumstances, you can create the life you desire by following simple, counterintuitive steps; not the steps society wants you to follow. Unfortunately, you cannot even trust yourself when it comes to creating the life that you desire, because you’re programmed by your past, an accumulation of hundreds of thousands of years, a mind still adapted for a hunter-gatherer time period. What does this mean? It means every day you’re battling your emotions, logic versus emotion. Logically, you want to do one thing, but emotionally, you are drawn to something else. First, if this sounds familiar, then great, because it means you are human. But, if you’re going to win the game of life, you cannot sit around and wait for things to happen, because you’ll be living a life of supreme comfort and sameness; ultimately, a great sin. You are destined for great things, capable of forging dreams and living your aspirations. Maybe you’ve forgotten about this truth: that you are capable, worthy, and ready. Maybe you’ve been beaten into the ground by life, a teacher who doesn’t care if you’re rich or poor, weak or strong, ready or not, because life will continue forward regardless, waiting for no one. Fortunately, there’re things you can do to set yourself apart from the millions that will ultimately suffer and fail. One such thing, perhaps the most powerful of all, is by studying the great, people who have succeeded and who have gone beyond what is humanly thought possible. When it comes to studying someone great, there’s one name that stands tall, Stephen Hawking, a person who has persevered and flourished. Not only has he conquered great adversity, but he has inspired millions around the world with his brilliant mind. There is a reason why people compare him with the once living Albert Einstein, the genius. What follows are Stephen Hawking’s greatest life lessons, gems of wisdom that you can easily apply to your own life, which will help you live a more abundant, stronger life. If you’re in need of inspiration, a boost of confidence, or just a friendly reminder of the wonders in life, you’ve come to the right place. See for yourself why millions study his work and regard him as a genius. Scroll up and grab your copy today.*** Limited time offer ***

    True persuasion is not about arm-twisting or out-maneuvering your adversary. True persuasion is the creation of consensus from conflict or indifference.

    Rajesh Soin is the epitome of Indian-American success. He is an inspiring figure, much honored and much-touted when it comes to entrepreneurial vision and success. He is well-known as the founder of Modern Technologies Corporation (MTC), a billion-dollar company, which he started with a capital of $1700.He grew up in straitened circumstances. In his childhood, he faced a devastating tragedy. He arrived in America with only 75 cents in his pocket and no place to stay. When he started college, he had to subsist on $30 for a whole month, and in grad school, he got robbed at gunpoint.When he started his company, there was a time when all his credit cards were maxed out to make payroll, and his finances were in dire straits. At a point in his professional life, he was so down that he felt like he was done for.But Dr. Soin fought all this and emerged a winner in life. Today, he has multiple companies in his portfolio, an enviable net worth, and investments all around the globe. He is a brand in himself, having many schools, colleges, and hospitals named after him, and being the recipient of so many business and philanthropic awards. But every success has its price. Everybody tends to see the shining part, overlooking the darker side, which has so much sweat, blood, hard work, perseverance, insecurities, and failures. In this book, we have covered Dr. Soin’s journey from ordinariness to extraordinariness. How does he see the world? What is his vision? What are his aspirations? You will get all the answers in this book, and in this process, you may find a new perspective on life too.

    Now, James Scurlock engages, educates, and entertains readers with the captivating story of DHL co-founder and billionaire Larry Hillblom.King Larry begins with an early biography of Larry Lee Hillblom, a mercurial young man who grew up on a peach farm outside of Fresno, California. Hillblom co-founded DHL in 1969 (three years before FedEx), and it became the fastest-growing corporation in history. Hillblom’s expatriate life began in 1981, when he retreated to a small tax haven in the Western Pacific. There he led the resistance to American meddling in the Marianas Islands. Hillblom’s voracious appetite for underage prostitutes is another facet of his unusual story. In 1995, Hillblom’s amoral, thrill-seeking nature caught up to him when his seaplane disappeared off the coast of Anatahan, leaving behind an estate worth billions. Weeks later, five impoverished women and their attorneys came forward to challenge Hillblom’s will in a legal battle for his fortunes that continues to this day. Meticulously researched and thoroughly engaging, King Larry will satisfy fans of such bestsellers as Confessions of an Economic Hit Man and The Accidental Billionaires .

    Many Canadians who own their home have never considered buying a second property. And nearly one-third of retirees are worried about running out of money. The Real Estate Retirement Plan shows how homeowners can use the tools already available to them — their mortgages — to access the initial capital to invest and prepare for their retirement. This is a proven, validated antidote to today’s historically low savings rates, poor current rates of return, and pressure on CPP and health care.With examples and a detailed discussion of the principles and mechanics, Calum Ross and Simon Giannini demystify real-estate investing and make an irrefutable case for borrowing to invest.

    Offer people the chance to test your ideas themselves–a “try before you buy” philosophy. People want to believe your ideas, so give them a reason to. Examples include the Nobel-winning scientist no one believed, flesh-eating bananas, and the human-scale principle.

    This reassuring book debunks the generally-accepted claims about necessary savings rates, which can cause paranoia among those beginning to contemplate retirement. The authors offer greater insight into planning approaches that are not widely understood, demystifies retirement targets (age, savings, income), and outlines concrete approaches to maximizing retirement savings.Offers practical advice for dealing with the changes to Canada's retirement system Includes advice for calculating your Neutral Retirement Income Target Contains solid financial advice in accessible language Written by the Executive Chairman and Chief Actuary of Morneau Shepell Canada's national actuarial consulting firm The Real Retirement offers a down-to-earth guide for preparing for comfortable retirement and shows what it takes to achieve it.

    YouTube : I Invented You Tube is the true story of how Eric Skaggs gave Chad Hurley the idea for YouTube from domain name to exit strategy and everything else in between in exchange for a promise of one percent of $1.65 billion.

    A manager spots consumer-spending patterns no one else sees and defines new market categories your enterprise can serve. A strategist anticipates global changes and correctly interprets their business implications. Companies' competitiveness, even survival, increasingly hinge on such "clever people." But the truth is, clever people are as fiercely independent as they are clever-they don't want to be led. So how do you corral these players in your organization and inspire them to achieve their highest potential? In Clever, Rob Goffee and Gareth Jones offer potent insights drawn from their extensive research. The authors explain how to: • Identify your clever people and their motivations • Shelter your "clevers" from political distractions that can inhibit their productivity • Help clevers generate even more value by creating clever teams • Manage the unique tensions that can arise when clevers work together Leading clever people can be enormously challenging, yet doing so effectively is the key to your organization's sustained success. Lively and engaging, this book provides the ideas, practices, and examples you need to create an environment where your most brilliant people can flourish.

    Grab it while it's practically FREE.Thanks to your support, "How to Master Lucid Dreaming" became a #1 Bestseller in 6 different categories including: Spirituality, Personal Growth, Self-Help. You're missing out on an ABSOLUTELY INCREDIBLE part of your life. It's time to change that. There are a ridiculous amount of techniques online for lucid dreaming. Too many. Enough to overwhelm any beginner and annoy any expert. This book is a journey into mastery of lucid dreaming. No more trying random techniques from forums. It's time to build a sustainable practice and delve into the depths of your consciousness.I've helped thousands of people with lucid dreaming over the past 9 years. It's your turn. What's Included in the Book - The Biggest Obstacle to Lucid Dreaming and How to Overcome It- How to Achieve Anything You Set Your Mind To- How to Use Your Mind as a Rocket Booster Instead of Dead Weight- How to Remember More of Your Life With a Stupidly Simple Practice- The Forgotten Jewel of a Hidden Type of Memory- Why You've Been Doing Reality Checks Completely Wrong (and totally wasting your time)- How to Completely Let Go of Your Stressful Day- How Not To Waste Time With Lucid Dreaming Techniques- The 5 Things Every Good Lucid Dreaming Technique Has in Common- 5 Steps to Mastering Your TechniqueIf you just want to experience lucid dreaming once, then move on, this book isn't for you. But if you want to master lucid dreaming and be able to experience it any time you want, get this book. What are the Benefits of Lucid Dreaming? - Deep personal and spiritual exploration into the nature of consciousness and who you really are- Receive life-changing information from your subconscious- Artistic and creative Inspiration (imagine composing music while flying in the sky with rainbow colored sound streaming all around you...)- Wipe away years of minor depression- FUN! Fun! FUN! Tons of fun- Overcome fears that are holding you back in life- Explore different realms that you'll suddenly have access to- Heal emotional traumas through interacting directly with your subconscious mind- Overcome nasty nightmares that leave you feeling crappy in the morning- Add more hours of actually being ALIVE every day- Shift your entire perspective on life, reality, consciousness and what it's all about- Soar like a bird in the sky, feeling the wind against your skin (one of the most amazing experiences ever) What people are saying about the book "I'm on day 3 of the program today and had my first lucid dream last night! Thank you sooooo much for this book, I am loooving it and soo excited about my own lucid journey!"- Jess Webb"I’ve got LaBerge’s course, Lucid Dreaming Secrets Unveiled by Darius Thomas, Robert Waggoner’s Lucid Dream Workshop, etc. etc...

    Emphasising the need for compassionate, relational responses to these often misunderstood young people, Betsy offers an array of practical strategies and insights to enable those responses, whilst conveying her core subject with confidence and clarity. An important, generous and timely publication.Louise Michelle Bombèr, Strategic Attachment Lead Teacher Therapist0600As a parent myself I have found this book to be such a useful tool. To have a basic understanding of how the brain works has given me greater confidence as a parent in handling my children calmly and remaining empathetic even when I don't always understand the reasons behind their behaviour. I value the comprehensible and practical tips that are listed in this book of how you can develop the connection and healing relationship with the child in your care. It's beautifully written with such profound insight that is essential for any caring person working with children.Dannii Gray, Parent0600This book is easy to read using plain, clear language - free of jargon. It has really helpful suggestions that could be used in both professional and home settings.Liz Hall, Parent and Police Child Protection Investigator and Trainer0600Simplifying and condensing the complex world of childhood trauma into tangible, easy to grasp terms, de Thierry shows her mastery of the field in this handy guide. Her conversational style translates the neuroscience of trauma into supportive, concrete steps that any helping adult can apply to the children in his or her life. Empathy for the reader and patience for these vulnerable youth are ever-present as de Thierry herself models the restorative power of relationships. Such a hopeful and comforting read!Kendra Morris-Jacobson, Oregon Post Adoption Resource Center (ORPARC)0600What this 'simple guide' does elegantly and quickly is bring a large amount of research - from psychology, social work, neuroscience, biochemistry and genetics - directly to the busy but interested professionals, parents and carers working in this field. It translates complex ideas into 'practice-rich' language for adults who need to understand the inner worlds of children, rather than simply explore their 'wishes and feelings'.From the foreword by Professor David Shemmings OBE0200Full of helpful information and advice, this is the perfect introduction to child trauma for any adult caring for or working with a child who has experienced trauma. It explains what trauma is, how it affects children and what adults can do to facilitate recovery.04001: Understanding trauma. 2: The impact of trauma. 3: Helping a child become calm. 4: Frustrating behaviour from traumatised children. 5: Key approaches to help children recover. 6: Important things to consider when offering support. 7: Getting your head around different therapies.01000301http://www.biblioimages.com/jkp/getim...

    Some of the stories motivate, some are spiritual, and some provide strategies for excellence. All promote positive feelings, encouraging confidence, direction and vision. The stories contained in The Magic of Metaphor focus on values, responsibility, and leadership in all its forms. Specially selected to promote change in people's ideas, attitudes, beliefs, visions and behaviours they act as reframes, challenging and disturbing our existing frames of reference, recharting our accustomed maps of the world, and shifting us away from our limited thinking towards new learning and discovery through the use of effective metaphor. Containing sixteen suggestions (or tips) for effective story telling, advice on organisation, style and story telling skills, and a selection of stories that can be adapted and developed, The Magic of Metaphor is an inspirational sourcebook for counsellors, health workers, psychologists, professional speakers, managers, leaders and NLP practitioners, as well as for teachers, trainers, therapists. Providing tools that assist people in making beneficial changes in their lives, the stories contained in this book will bring pleasure and power to all those that listen to or read them.

    It outlines a set of mindsets and habits you can use to help you identify the most impactful parts of your teaching, and put them centre stage.It's about doing less to achieve more.But it's also about being happier and more confident in the classroom. Building stronger routines around the essentials will give you more time and space to appreciate and think creatively about your work.POWER UP YOUR PLANNINGLean Lesson Planning draws on the latest evidence from educational research and cognitive science, to present a concise and coherent framework to help you improve learning experiences and outcomes for your students. It's the evidence-based teacher's guide to planning for learning, and sits alongside books such as Teach Like a Champion, Embedded Formative Assessment, and Visible Learning for Teachers.NOTE If you're looking for ways to short-cut the amount of time you spend planning lessons, then this book is not for you. The approach outlined in Lean Lesson Planning requires effort and practice, that given time, will lead to better teaching and higher quality learning for less input.---CONTENTSACT I Lean foundations1. Defining lean 2. Lean mindsets 3. Lean habits ACT II Habits for planning4. Backwards design 5. Knowing knowledge 6. Checking understanding 7. Efficient strategies 8. Lasting learning 9. Inter-lesson planning ACT III Habits for growing10. Building excellence 11. Growth teaching 12. Collective improvement Lean Lesson Planning is the first instalment in the High Impact Teaching series.