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

    The eighth edition has been revised to include updated coverage of NMR Spectroscopy and UV spectroscopy. New questions at the end of chapters reinforce the skills and techniques learned. Emphasis is placed on green chemistry in the lab, focusing on the more environmentally friendly materials that can be used. In addition, updated discussions are included on safety, distillation, gas chromatography, and liquid chromatography. This gives organic chemists the most up-to-date information to enhance their lab skills.

    In fact, nearly three times as many Labs were registered in 2002 than any other breed. The Everything Labrador Retriever Book is the perfect introduction to America’s most popular pet. Written by dog expert Kim Campbell Thornton, The Everything Labrador Retriever Book is packed with professional, breed-specific advice that helps readers raise, care for, and train their Lab safely and successfully. Packed full of photos showing Labs in action, The Everything Labrador Retriever Book is perfect for new and seasoned dog owners!

    This book helps you develop websites by integrating and implementing the PHP scripting language and the MySQL database system. It contains real-world examples and working sample projects that give you a foundation to start building your own websites.

    Developers are instantly productive, picking up all the benefits of the Ruby-based Rails framework without giving up any of the power of Java.Grails in Action is a comprehensive look at Grails for Java developers. It covers the nuts and bolts of the core Grails components and is jam-packed with tutorials, techniques, and insights from the trenches.The book starts with an overview of Grails and how it can help you get your web dev mojo back. Then it walks readers through a Twitter-style social networking app-built in Grails, of course-where they implement high-interest features like mashups, AJAX/JSON, animation effects, full text search, rounded corners, and lots of visual goodness. The book also covers using Grails with existing Java technology, like Spring, Hibernate, and EJBs.Purchase of the print book comes with an offer of a free PDF, ePub, and Kindle eBook from Manning. Also available is all code from the book.

    Objects are introduced early, right after control structures and before arrays and pointers. The STL string class is used throughout. As with all Gaddis books, there is a strong emphasis on problem solving and program design, a careful step-by-step introduction of each new topic, clear and easy to read code listings, concise and practical real world examples, and an abundance of exercises in each chapter.

    Using graphics, checklists, and sample forms, this guide readies you for each step of the process, including selecting the committee, getting acclimated to academic writing, preparing for your oral defense, and publishing your research. New features include:A chapter on ethical considerations Expanded coverage of digital data collection and the Internet More detailed information on conducting the literature review A discussion of how to develop a theoretical or conceptual framework

    It's used to create and maintain database objects, place data into those objects, query the data, modify the data, and, finally, delete data that is no longer needed. Databases lie at the heart of many, if not most business applications. Chances are very good that if you're involved with software development, you're using SQL to some degree. And if you're using SQL, you should own a good reference or two.Now available in an updated second edition, our very popular "SQL Pocket Guide" is a major help to programmers, database administrators, and everyone who uses SQL in their day-to-day work. The "SQL Pocket Guide" is a concise reference to frequently used SQL statements and commonly used SQL functions. Not just an endless collection of syntax diagrams, this portable guide addresses the language's complexity head on and leads by example. The information in this edition has been updated to reflect the latest versions of the most commonly used SQL variants including: Oracle Database 10g, Release 2 (includingthe free Oracle Database 10g Express Edition (XE))Microsoft SQL Server 2005MySQL 5IBM DB2 8.2PostreSQL 8.1 database

    You'll master the Unity toolset from the ground up, adding the skills you need to go from application coder to game developer. Based on Unity version 5.About the BookThis book helps readers build successful games with the Unity game development platform. You will use the powerful C# language, Unity's intuitive workflow tools, and a state-of-the-art rendering engine to build and deploy mobile, desktop, and console games. Unity's single codebase approach minimizes inefficient switching among development tools and concentrates your attention on making great interactive experiences.Unity in Action teaches you how to write and deploy games. You'll master the Unity toolset from the ground up, adding the skills you need to go from application coder to game developer. Each sample project illuminates specific Unity features and game development strategies. As you read and practice, you'll build up a well-rounded skill set for creating graphically driven 2D and 3D game applications.You'll need to know how to program, in C# or a similar OO language. No previous Unity experience or game development knowledge is assumed.

    It also provides a guide for programs that help prepare higher education administrators for leadership roles. This important reference is organized into five main parts Perspectives and Foundations; The College and Its Governing Board and Staff; The College and Its Faculty; The College and Its Students; and The College and the Outside World. Each part includes the sections of the full fourth edition that most relate to student interests and are most suitable for classroom instruction, for example:The evolution and reach of higher education law The governance of higher education Legal planning and dispute resolution The interrelationships between law and policy The college and its employees Faculty employment and tenure Academic freedom Campus issues: student safety, racial and sexual harassment, affirmative action, computer networks, services for international students Student misconduct Freedom of speech, hate speech Student rights, responsibilities, and activities fees Athletics and Title IX Copyright

    

    The time has come, he concludes, to fly beneath the radar of big-league sports, to while away a season with the Johnnies. So, he moves his family to the middle of Minnesota to chronicle a season at St. John's, a Division III program that has reached unparalleled success under the unorthodox guidance of John "Gags" Gagliardi.The Sweet Season is an account of what happens when a family pulls up stakes and spends months in a strange and wonderful place. It is also, not incidentally, the story of the most incredible football program in the country, run by a smiling sage who has forgotten more about the game than most of his peers will ever know.

    The Self-Publishing Manual, Volume 2, the sequel to the best selling Self Publishing Manual describes how to use new techniques to write your book even faster, use new technology to publish it for less, and how to use social media for promotion.

    Topics covered include:Basic version control commands and conceptsIntroduction to Distributed Version Control Systems (DVCS)Advanced branching workflowsStrengths and weaknesses of DVCS vs. centralized toolsBest practicesHow distributed version control works under the hoodFeaturing these open source version control tools:Apache SubversionMercurialGitVeracity