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.

    . . . Food transmutes directly into body, mind, and spirit . . . creates our day-to-day health and happiness.”—from The Macrobiotic Path to Total HealthEven in medical schools, alternative medicine is blossoming. Two thirds of them now offer courses in complementary healing practices, including nutrition. At the heart of this revolution is macrobiotics, a simple, elegant, and delicious way of eating whose health benefits are being confirmed at an impressive rate by researchers around the world.Macrobiotics is based on the laws of yin and yang—the complementary energies that flow throughout the universe and quicken every cell of our bodies and every morsel of the food we eat. Michio Kushi and Alex Jack, distinguished educators of the macrobiotic way, believe that almost every human ailment from the common cold to cancer can be helped, and often cured, by balancing the flow of energy (the ki) inside us. The most effective way to do this is to eat the right foods, according to our individual day-to-day needs. Now in this marvelous guide, they give us the basics of macrobiotic eating and living, and explain how to use this powerful source of healing to become healthier and happier, to prevent or relieve more than two hundred ailments, conditions, or disorders—both physical and psychological. This encyclopedic compendium of macrobiotic fundamentals, remedies, menus, and recipes takes into account the newest thinking and evolving practices within the macrobiotic community. The authors integrate all the information into a remarkable A to Z guide to macrobiotic healing—from AIDS, allergies, and arthritis, to cancer, diabetes, and heart disease. They also clearly explain what we need to know to start eating a true macrobiotic diet that will provide us with a complete balance of energy and nutrients. Living as we all do in environmental and climactic circumstances that are largely outside our personal control, it is vital that we follow a healthy lifestyle, including a flexible diet that we can adjust to meet our own individual needs. The Macrobiotic Path to Total Health gives us precisely the tools and the understanding we need to achieve this goal. Use it to build a strong, active body and a cheerful, resourceful mind.

    Northouse's Leadership 8e and Peter G. Northouse's Introduction to Leadership 4e

    Most undergraduates have to undertake some form of literature review which may be daunting, this book explains it in an clear, easy to understand format. Explanations are given as to why undertaking a literature review is undertaken. Summery sections at the end of each chapter allow the reader to reflect on what they have just read, allowing the information to sink in. This book should be on every university's recommended reading list." Kerry Davis, Student Nurse, University Campus Suffolk, UK" ""This book is fantastic! It gives a clear, concise guide to carrying out a literature review, which is of course a widely used formative assessment technique in a nursing program ... (it includes) in depth explanations and reasons as to how and why it is important to do a literature review ... the summary section at the end of each chapter is excellent, and allows the reader to review their understanding of what they're just read. Overall an excellent book which is a must for any student nurse!" Gem Smith, Student Nurse, Northumbria University, UK"""This book is superb. It explains the entire process of writing a literature review very clearly ... extremely helpful as the prospect of reviewing literature can be quite daunting." Vicky Bain, Student Nurse, University of Nottingham, UK"A comprehensive, easy to read guide which will help students to understand how to undertake a literature review, and how to use the resultant information effectively." Anne-Marie Warnes, University of Central Lancashire, UK"As a student, currently writing a literature review, I found this an extremely helpful book, which is invaluable in demystifying some of the more challenging elements, while at the same time providing clear, simple, appealing and appropriate guidance. This is a must have for undergraduate nursing students, and indeed all healthcare students embarking on such projects." Audrey Grace, Trinity College Dublin, Dublin, Ireland"This bestselling book is a step-by-step guide to doing a literature review in health and social care. It is vital reading for all those undertaking their undergraduate or postgraduate dissertation or any research module which involves a literature review.The new edition has been fully updated and provides a practical guide to the different types of literature that you may come across when undertaking a literature review. It includes: Examples of commonly occurring real life scenarios encountered by students Emphasis on the importance of setting a question at the very start of the project Advice on how to follow a clearly defined search strategy Details of a wide range of critical appraisal tools "Doing a Literature Review in Health and Social Care 2/e" is essential reading for students at all levels within the health and social care field - and a useful text for anyone new to reviewing and appraising evidence.

    Stephen Smith invites all singers to improve their vocal technique through his renowned and time-tested wholistic method. Focusing not only on the most important technical, but also on the often overlooked psychological and spiritual elements of learning to sing, his book allows readers to develop their own full and individual identities as singers. With philosophies and techniques drawn from a lifetime of teaching voice, Smith demonstrates how one can reveal the true unique sound of one's own voice by singing with the whole self. The master's method, presented in concrete and comprehensible terms with helpful illustrations, is enhanced by a CD containing exercises performed by singers from Smith's own studio-singers whose talent and training bring them across the country and around the world. The clear and easy style of The Naked Voice welcomes the reader into Smith's teaching studio, and into conversation with Smith himself as he presents the six simple and elegant exercises that form the core of his method. These exercises provide a foundation for free singing, and lead singers through the step-by-step process of mastering the technique. Throughout, Smith speaks sympathetically and encouragingly to the singer in search of an unencumbered and effective approach to the art. The Naked Voice is a must-read for all singers, giving teachers and students, amateurs and professionals, access to the methods and concepts that have earned Smith his reputation as one of the most highly-sought-after vocal instructors in the international arena today.

    A fun read, salt and peppered, with the science behind distilling. This authoritative guide book introduces whiskey-making in a easy step-by-step process.

    Don’t miss a single Donna Leon Brunetti book and read them all in order.More than just a list, each Brunetti novel listed includes a summary. This is exactly the reference you need to make sure you don’t miss a book or story and you get a chance to read each one in the best reading orderGuido Brunetti novels are listed im best reading order, chronological order, with a summaries, a checklist, and links to purchase from Amazon. Complete and accurateMade for KindleMore than just a list A great reference for Donna Leon FansBooks and stories listed by publication dateEach is shown with their numerical place in each seriesEvery book and story includes a short summary At the end of this quick reference guide is a simple checklist of all the Guido Brunetti books and stories. Use your Kindle highlighting feature to mark of the stories you’ve completed.COPYRIGHT COMPLIANCE: No portions of the books mentioned have been reproduced here other than book and story titles and short summaries, which is in compliance with the United States Copyright Office circular 34. Scroll up and grab a copy today.

    In Burn Your Mortgage, Cooper’s extreme achievement is made accessible as the acclaimed personal finance expert shares the secret to his success: simple yet effective lifestyle changes that anyone—from new buyers to experienced homeowners—can make to pay down their mortgage sooner. Burn Your Mortgage combines inspiring anecdotes with realistic and jargon-free financial tips and resources for achieving financial freedom no matter your financial situation. This easy-to-follow guide will help you pay off your mortgage at your own pace and show you how to live well while doing it. Tools include: - Simple ways to pay down your mortgage sooner; - Your very own mortgage-free action plan; - Sample budgets and savings plans; - Tools for tracking income and expenses; - Home-buying blueprints; - Worksheets for financial empowerment; - Up-to-date information on bank accounts, mortgage contracts, investing, and loans—and how to choose the best options for you; - Tips for overcoming bad money habits. Inspiring, insightful and fun, Burn Your Mortgage will transform the way you think about money and debt on your path to independent home ownership. Sean Cooper is an in-demand speaker, money coach, and personal finance journalist. His articles have been featured in publications such as the Toronto Star, Globe and Mail, Financial Post, and MoneySense. Advance praise for Burn Your Mortgage: “Sean’s personal journey to financial freedom is a brave and inspiring one, and I am delighted to see him share his learning with the world. Burn Your Mortgage offers practical, clear and useful insights to help people of all walks of life live healthier financial lives. I am convinced that Burn Your Mortgage is set to be a pivotal guidebook to achieving financial freedom.” —Peter Aceto, President and CEO, Tangerine “A home is the largest purchase most people make, yet there is little information to help them make smart choices. Most advice comes from banks, mortgage brokers, real estate agents, lawyers and home inspectors—not exactly objective. I’m glad to see Sean Cooper use his experience as home buyer, mortgage burner, landlord and freelance writer to guide others through the steps to take to come out ahead in the real estate game.” —Ellen Roseman, Toronto Star columnist, University of Toronto continuing education instructor and Canadian MoneySaver contributor “A clear and concise plan for millennials looking for a path to financial independence early in their career.” —Don R. Campbell, bestselling author of Real Estate Investing in Canada, frequent guest on the Business News Network “Chock-full of actionable tips based on real life experience, Sean Cooper’s Burn Your Mortgage is a valuable resource for anyone considering buying a home in Canada. In more than just another mortgage manual, Sean writes passionately about the pitfalls to avoid during the house-buying process and then, with equal passion, shows you how to achieve an important step toward financial freedom by paying off your mortgage as quickly as possible.” —Robert R. Brown, author of Wealthing Like Rabbits: An Original Introduction to Personal Finance, and MoneySense columnist “Burn Your Mortgage will push you just outside your comfort zone—which is exactly what you need to really make progress on your mortgage. Sean Cooper walks the talk. His obsession with frugal living provides a ton of great lessons on how to get ahead financially.

    Actually, it's computer sense--C programming. After digesting C For Dummies, 2nd Edition, you'll understand it. C programs are fast, concise and versatile. They let you boss your computer around for a change. So turn on your computer, get a free compiler and editor (the book tells you where), pull up a chair, and get going. You won't have to go far (page 13) to find your first program example. You'll do short, totally manageable, hands-on exercises to help you make sense of:All 32 keywords in the C language (that's right--just 32 words) The functions--several dozen of them Terms like printf(), scanf(), gets (), and puts () String variables, numeric variables, and constants Looping and implementation Floating-point values In case those terms are almost as intimidating as the idea of programming, be reassured that C For Dummies was written by Dan Gookin, bestselling author of DOS For Dummies, the book that started the whole library. So instead of using expletives and getting headaches, you'll be using newly acquired skills and getting occasional chuckles as you discover how to:Design and develop programs Add comments (like post-it-notes to yourself) as you go Link code to create executable programs Debug and deploy your programs Use lint, a common tool to examine and optimize your code A helpful, tear-out cheat sheet is a quick reference for comparison symbols, conversion characters, mathematical doodads, C numeric data types, and more. C For Dummies takes the mystery out of programming and gets you into it quickly and painlessly.

    Discover and master the fiery temperament shared by great leaders, entrepreneurs, artists and AD/HD-ers. Are you: - Impulsive? - Risk-taking? - Distractible? - Sensation-seeking? - Insightful or Intuitive? Do you: - Crave risk and excitement? - Have an addictive personality? - Rebel against authority? - Think differently? Then you are a DaVinci. Discover the secret genius that drives risk-takers, rebels, entrepreneurs, artists and ad/hd-ers to achieve greatness. Learn how to express this fire and harness it productively. About the Author Garret LoPorto, has been featured in The New York Times, Money Magazine, The Boston Globe and The London Financial Times. He is a successful entrepreneur, CEO, presenter at MIT, U.S. & International patent-pending inventor, and father of two children. He lives with his wife and children in Concord, Massachusetts.

    This work is aimed at the business person who wants to understand the revolution taking place in electronic commerce. It explains the emerging technology and network infra-structure, and emphasizes the business applications and mercantile strategies, challenges and opportunities of conducting business on the information superhighway. The study also describes pertinent standards and protocols.

    . . everything you need to master the most widely used management science techniques using Microsoft Excel is right here Learning to make decisions in today's business world takes training and experience. Cliff Ragsdale--the respected innovator in the field of management science--is an outstanding guide to help you learn the skills you need, use Microsoft Excel for Windows to implement those skills, and gain the confidence to apply what you learn to real business situations. SPREADSHEET MODELING AND DECISION ANALYSIS gives you step-by-step instructions and annotated screen shots to make examples easy to follow. Plus, interesting sections called The World of Management Science show you how each topic has been applied in a real company.

    Breaking everything down into simple and achievable steps, he makes this daunting process easy. Learn how to:- Find your perfect pad- Choose which mortgage is right for you- Negotiate with estate agents and sellers- Organise exchange and completion Including indispensable advice, money-saving tips and an essential trouble-shooting section, this guide covers everything a first-time buyer needs to know. And when it's time to move on again, this book will show you how to sell your home too.Phil Spencer is one the best-known faces on British television, co-presenting the hit Channel 4 series Location, Location, Location and Relocation, Relocation. Phil has written regularly columns in The Sunday Times and Country Life, and is contracted to Archant publishing to write columns that are syndicated in the group's numerous local glossy magazines which are distributed nationwide. Recent TV appearances include on The One Show, Children in Need and The Friday Night Project, and Phil also regularly appears on the radio to discuss property issues.

    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.

    You can find that information anywhere, don’t have to buy my book to learn that. Wait! Oh! I did that in this book. I did explain how to make soap, I also did give you a few simple recipes too. But I hope that is not why you bought this book.In this book my goal is to explain to you in simple terms how to CREATE great natural and organic soaps and not just MAKE soaps, there is a difference. You will get to see and understand that difference when you understand each ingredients and how they interact and react with each other.& You will not have a great business if you are just making carbon copy of few soaps of other people which your customers can go buy from any local stores. What will make you unique is when you create a blend or two of your own and people start liking your creation. That is when you can hit the home run in business.Imagine growing your soap company into a local, regional and ultimately a national brand, where your soaps will be sold at every Whole food, Body, Bath and Beyond, Home Goods and many other great retailers.&This is a Two Part Book. In the first part I show you how to get started with soap making, I show you every steps you need to take to make your first batch of soap. Then I show you how to test your creation and how to figure out what works and what does not.On the second part of the book, I teach you everything you need to know about turning your new found passion into a successful business. I share my own story and how I turned my passion into a 6 figure business. Though this book is not about my success but yours, but I think you may find it inspiring that an average housewife like myself was able to build the business and then was able to sell it for a good profit. In the First Part I will Show You: Why you should your own Soap Making Business What Soap Making Equipment you will need How to get Started in Under a 1K How & Where to Buy Soap Making Supplies for Cheap What makes a soap Natural and Organic? What is the Difference between Fragrance and Essential oil How to use Various Natural Botanicals in your Soap and Make them Unique How to be Creative with various Soap Molds What and how to Use 32 Various Oils in your Soap How to Scent Your Soap How to Color your Soap with 11 Natural Colorants All the Soap Making methods Step by Step Soap Making Safety Rules to Follow Best & Easiest Recipes to Start with In the Second Part of the Book I Will Show You: Startup Costs for your New Homemade Soap Business How to get started, Step by Step Expected Average Monthly Revenue Average Monthly Expenses How to Start from Home and Save Money How to Find and Develop a Niche for your Soap Business The New Market Trends in the Soap Industry How to Price your Soap for Sale How to Calculate