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.

    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.

    Covey, RESUMES ARE DEAD is not for the faint of heart. This ebook tackles one of life's most compelling choices: money or meaning? The audio is relevant, timely and career-critical. Learn how to design a career that supports your quest for both money and meaning—providing you the freedom to pursue your dreams and live your ideal lifestyle.This is career development reworked, unconventional and results-driven. Whether you're retired, in the middle of your career, fresh out of college, or have been hit hard by economic crisis, RESUMES ARE DEAD is chock-full of powerful, raw principles that will help you find your footing, contribute to the world in meaningful ways, and simultaneously create your ideal lifestyle.“My verdict: SHEER GENIUS! I love it, I think it’s brilliant, I think it’s bold and courageous, I think it will help people out everywhere.”—Stephen M.R. Covey, author of The New York Times bestseller, The Speed of Trust“Richie hits the nail on the head in the pursuit of dreams. We cannot sit back and wait for life to serve up opportunities, but rather we must create our value and contribute in a powerful way.”—Kenny Anderson, author of Common Denominators for Success“Can I just say WOOOOOOOOOOOW!!! I’m just moved and on fire right now. Very relevant and timely message for our days (and for everyone)!”—Juri Widiger, Brussels, Belgium“This is a great book at so many levels. If you are looking to find your own direction or just need the motivation to move forward, Richie’s book can help. I found it empowering as an employer as well. I want the employees Richie describes in this book, and it helps me to recognize what I need to do to attract and keep those kinds of employees.”—Jeff Heggie, CEO, Kodiak Mountain Stone, Canada“This turned my brain upside-down—in the best way possible!”—Rachel DeVault, photographer, mother, wife, Texas“This really helps me get off my retirement rocking chair and want to do something meaningful for myself and others around me.”—Andy Macatiag, adjunct professor, Chaminade University, Hawaii1st message: “Love the e-book. Thank you for taking the leap and inspiring me. I’m just so grateful for your book! It gave me some meaningful direction.”2nd message: “Richie, I’m headed to an interview tomorrow. I’m beyond stoked and appreciate your e-book. I read it again and it got me pumped. I’ll let you know how it turns out. Thank you, sir.”3rd message: “Dude. I got the job. Thank you for your inspiration!”—Adam Buchanan, Portland, Oregon1st message: “I should NOT have read this just before going to bed last night. I felt so empowered after I read it and I had a million ideas going through my head. Amazing experience, but a little rough on the sleep department.”2nd message: “When I read the book I was stuck in a rut. After reading your book, changes came immediately. I found an internship with a major opera company, introduced myself and was hired within a week. Life is different. Your book gave me the key to a door to the world that I had been staring at my entire life, but I didn’t know how to open.”—Olivia Biddle, Adjunct Professor of Voice and Music

    The 16 project-based lessons show readers step-by-step the key techniques for working with InDesign CS6. Readers learn what they need to know to create engaging page layouts using InDesign CS6. This completely revised CS6 edition covers the new tools for adding PDF form fields, linking content, and creating alternative layouts for digital publishing. The companion CD includes all the lesson files that readers need to work along with the book. This thorough, self-paced guide to Adobe InDesign CS6 is ideal for beginning users who want to master the key features of this program. Readers who already have some experience with InDesign can improve their skills and learn InDesign's newest features. "The Classroom in a Book series is by far the best training material on the market. Everything you need to master the software is included: clear explanations of each lesson, step-by-step instructions, and the project files for the students." -Barbara Binder, Adobe Certified Instructor, Rocky Mountain Training Classroom in a Book(R), the best-selling series of hands-on software training workbooks, helps you learn the features of Adobe software quickly and easily. Classroom in a Book offers what no other book or training program does-an official training series from Adobe Systems Incorporated, developed with the support of Adobe product experts. All of Peachpit's eBooks contain the same content as the print edition. You will find a link in the last few pages of your eBook that directs you to the media files.Helpful tips:If you are able to search the book, search for "Where are the lesson files?"Go to the very last page of the book and scroll backwards.You will need a web-enabled device or computer in order to access the media files that accompany this ebook. Entering the URL supplied into a computer with web access will allow you to get to the files.Depending on your device, it is possible that your display settings will cut off part of the URL. To make sure this is not the case, try reducing your font size and turning your device to a landscape view. This should cause the full URL to appear.

    You may find it for free on the web. Purchase of the Kindle edition includes wireless delivery.

    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.

    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.

    This work contains components of the model, which include staffing models and strategy, staffing support systems (legal compliance, planning, job analysis and rewards), core staffing systems (recruitment, selection, employment), and staffing system and retention management.

    This includes further education, adult and community learning, work-based learning, the forces and offender learning and skills. It is easy to read with plenty of practical activities and examples throughout and the content is fully linked to the Teacher Training Standards. Please note: This book has since been updated to reflect the new title of the qualification: The Award in Education and Training.The qualification unit content contained in the appendices has since changed, and some legislation mentioned in the book has been updated.

    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.

     into their ideal job   Each year tens of thousands of students will, after years of hard work and enormous amounts of money, earn their Ph.D. And each year only a small percentage of them will land a job that justifies and rewards their investment. For every comfortably tenured professor or well-paid former academic, there are countless underpaid and overworked adjuncts, and many more who simply give up in frustration.   Those who do make it share an important asset that separates them from the pack: they have a plan. They understand exactly what they need to do to set themselves up for success.  They know what really moves the needle in academic job searches, how to avoid the all-too-common mistakes that sink so many of their peers, and how to decide when to point their Ph.D. toward other, non-academic options.   Karen Kelsky has made it her mission to help readers join the select few who get the most out of their Ph.D. As a former tenured professor and department head who oversaw numerous academic job searches, she knows from experience exactly what gets an academic applicant a job. And as the creator of the popular and widely respected advice site The Professor is In, she has helped countless Ph.D.’s turn themselves into stronger applicants and land their dream careers.   Now, for the first time ever, Karen has poured all her best advice into a single handy guide that addresses the most important issues facing any Ph.D., including:   -When, where, and what to publish -Writing a foolproof grant application -Cultivating references and crafting the perfect CV -Acing the job talk and campus interview -Avoiding the adjunct trap -Making the leap to nonacademic work, when the time is right  The Professor Is In addresses all of these issues, and many more.

     By the way, because he has this delusion that you should always put your money where your mouth is, he actually shows you the video where you can see his 17 Amazon Best Sellers. Bananas! He’s no saint, though! If you get his FREE COURSE he will try to sell you his complete, over-the-shoulder, professional Course down the line! He offers it for a crazy affordable price and he doesn’t even try to upsell you anything. This lunatic believes in transparency and providing real value. These are the worst scumbags! The craziest part is that, even if you don’t buy anything else, this book ALONE will give you EVERYTHING you need to publish your book on Amazon from A to Z! This is what I’ll teach you: - Choosing the Right Topic: The best way to earn a lot of money while having a sense of purpose! - Market Research: Learn how to get inspiration and improve your own book by looking at the right places! - Title Creation: Learn how to get readers bursting with curiosity and lining to get your book first! - Writing Your Book: The fastest way to structure your book all the way to the end! - Outsourcing: If you don't want to write it, learn how to outsource it the right way and end up with a masterpiece! - Cover Creation: Do it yourself easily and for free OR Get a professional graphic designer to do it for $5! - Description, Categories & Keywords: Learn the AIDA Formula for magic descriptions and know all the secrets to stand out! - Formatting and Publishing your Kindle EBook: I will provide you with the same skeleton file I personally use (already formatted! ) and I will show you, step-by-step, how to publish your Kindle book the right way! - Formatting and Publishing your Paperback Book: Learn how to publish the paperback version for FREE! I will teach how to get an already formatted template and show you, step-by-step, how to publish your physical book the right way! - Free Promotions and Getting Reviews: I will teach you how to set up a free promotion so you can get up to thousands of downloads and honest reviews that will make your book stand miles apart from your competitors! - Important Resources: Make your author's page &lt

    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.

    Write books FASTER. Write BETTER books. Write MORE books. #1 Kindle Bestseller in Authorship, Writing Skills, and Business Writing - Jan. 2015! The Kindle self-publishing revolution is here! Are you in? Why spin your wheels struggling to write bulky, bloated books the traditional publishing way when you can turbo-charge your Kindle author platform with greater freedom, flexibility, and chances for success? This game-changing guide is for aspiring authors AND established publishing pros alike who want to shake-up their routine and embrace a powerful new approach to self-publishing non-fiction. Are you ready to Write Short Kindle Books? You'll learn: Why writing shorter Kindle books is the best approach for many non-fiction authors The benefits of boosting your volume with many shorter, high-quality books How to price your short ebooks for maximum success Ideal word counts for Kindle books How to break larger book ideas down into numerous smaller books How to brainstorm, outline, and write books faster and more efficiently How to save money on covers, editing, and Kindle book formatting Why building a team of Beta Readers is crucial How to bring your book from final draft to launch And much more! Click on "Look Inside" to Learn More!

    The entire process is explained in simple, easy to understand terms, so you can create a great blog without any technical knowledge. First, you will learn the basic process of WordPress blogging, which is the free software your blog will be built with. Once that is done, you will move on to customization of your new blog. The book then ends with chapters on promoting your blog and blogging for profit. In addition, the author offers additional support and updates through his website, free of charge.