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.

    The book carefully presents the fundamentals of materials processing along with their relevant applications, so that the reader can clearly assess the capabilities, limitations, and potentials of manufacturing processes and their competitive aspects. Using real-world examples and well-wrought graphics, this book covers a multitude of topics, including the mechanical behavior of materials; the structure and manufacturing properties of metals; surfaces, dimensional characteristics, inspection, and quality assurance; metal-casting processes including heat treatment; bulk deformation processes; sheet-metal forming processes; material removal processes; polymers, reinforced plastics, rapid prototyping and rapid tooling; metal powders, ceramics, glasses, composites, and superconductors; joining and fastening processes; microelectronic and micromechanical devices; automation; computer-integrated systems; and product design. For manufacturing engineers, metallurgists, industrial designers, material handlers, product designers, and quality assurance managers.

    Entering a room with stainless-steel tables topped by corpses in body bags is shocking no matter how long you've prepared yourself, but a strange thing happened when Montross met her cadaver. Instead of being disgusted by her, she was utterly intrigued-intrigued by the person the woman once was, humbled by the sacrifice she had made in donating her body to science, fascinated by the strange, unsettling beauty of the human form. They called her Eve. This is the story of Montross and Eve-the student and the subject-and the surprising relationship that grew between them. Body of Work is a mesmerizing, rarely seen glimpse into the day-to-day life of a medical student-yet one that follows naturally in the footsteps of recent highly successful literary renderings of the mysteries of medicine such as Atul Gawande's Complications: A Surgeon's Notes on an Imperfect Science. Christine Montross was a poet long before she became a doctor and brings an uncommon perspective to the emotional difficulty of the first year of medical school-the dispiriting task of remaining clinical and detached while in the anatomy lab and the struggle with the line you've crossed by violating another's body once you leave it. Montross was so affected by her experience with Eve that she undertook to learn more about the history of cadavers and the study of anatomy. She visited an autopsy lab in Ireland and the University of Padua in Italy where Vesalius, a forefather of anatomy, once studied; she learned about body snatchers and grave-robbers and anatomists who practiced their work on live criminals. Her disturbing, often entertaining anecdotes enrich this exquisitely crafted memoir, endowing an eerie beauty to the world of a doctor-in-training. Body of Work is an unforgettable examination of the mysteries of the human body and a remarkable look at our relationship with both the living and the dead.

    Fashion and style are no longer subjects that are passed down from father to son, and any man who suddenly decides that he wants to look better is often intimidated and overwhelmed. Most men's fashion books are overly-preachy and judgemental; they try to dress men in a very conservative style that may not actually match their personality or tastes."Style for Men: A simple guide to dressing well" is designed for men who want to understand the fundamental rules of men's style; how to tell if clothing fits, how to discern between 'good' and 'bad' garments and how to create a style that matches your personality, your job and your lifestyle. It's easy-to-follow format features simple and clear illustrations, specifically designed for the Kindle. It even details the best way for men to shop for clothes effectively - from choosing the right stores to selecting garments and dealing with sales assistants.

    The material is based on rigorous reference to ancient and modern Chinese texts, and explains the application of theory in a Western practice context. The new edition features new and updated material, including discussion of 50 additional acupuncture points and more patterns. A redesigned layout complements the accessible writing style and makes the material even easier to follow. Plus, an accompanying CD-ROM contains over 750 self-testing questions in a variety of formats.

    This book covers the core concepts of operating systems without any unnecessary jargon or text. The authors put you on your way to mastering the fundamental concepts of operating systems while you also prepare for today's emerging developments.Covers the core concepts of operating systems Bypasses unnecessary and wordy text or jargon Encourages you to take your operating system knowledge to the next level Prepares you for today's emerging developments in the field of operating systems Operating Systems Concepts Essentials is a soup-to-nuts guide for all things involving operating systems!

    It covers nearly seventy years of practice from World War II to the present day.The extraordinary situations described here are the result of more than 1,000 years of hands-on bedside knowledge. The vignettes contain wisdom and insight gained the hard way, from long experience in the trenches (sometimes in actual trenches) performing tasks that range from the most humble to the most skilled.These true stories run the gamut from birth to death. They deal with everything from war, ER, ICU, to childbirth, pediatrics, adult care, surgery, home and homeless healthcare, the psych ward, oncology, the nursing home, and finally hospice.The sacrifice and service of these nurses--their courage, kindness, and determination--is breathtaking.If you've ever wanted to know what goes on behind the scenes of a hospital--you've come to the right place.

    A fast-paced, sure-to-astonish scientific adventure from “one of our finest science journalists” (Jonah Lehrer), Weiner’s Long for This World addresses the ageless question, “Is there a secret to eternal youth?” And has it, at long last, been found?

    This acclaimed book delivers beautifully illustrated information for learning palpation and the musculoskeletal system. It makes mastering the essential manual therapy skills interesting, memorable and easy. With 504 pages and 1,400 illustrations covering more than 162 muscles, 206 bones, 33 ligaments and 110 bony landmarks, this text provides an invaluable map of the body.This new edition includes an extensive 56-page appendix that describes the common trigger point locations and pain patterns of 100 muscles. Trail Guide to the Body is a highly recommended textbook for the state licensing tests administered by both the National Certification Board for Therapeutic Massage and Bodywork (NCBTMB) and the Federation of State Massage Therapy Boards (FSMTB) and is one of only five books on their official examination reference lists. In addition, the Board of Certification program for athletic trainers in the U.S. uses our high-quality Trail Guide to the Body illustrations in their various products, including exams.Whether you are a massage therapist, physical therapist, sports trainer or student in any bodywork modality, Trail Guide to the Body is for you!

    The Fifth Edition features updated information throughout, including new theories and models such as the Healthy Action Process Approach (HAPA) and the Community Readiness Model (CRM), sections on grant writing and preparing a budget, real-life examples of marketing principles and processes, and a new classification system for evaluation approaches and designs. Health Education, Health Promotion, Health Educators, and Program Planning, Models for Program Planning in Health Promotion, Starting the Planning Process, Assessing Needs, Measurement, Measures, Measurement Instruments and Sampling, Mission Statement, Goals, and Objectives, Theories and Models Commonly Used for Health Promotion Interventions, Interventions, Community Organizing and Community Building, Identification and Allocation of Resources, Marketing: Making Sure Programs Respond to Wants and Needs of Consumers, Implementation: Strategies and Associated Concerns, Evaluation: An Overview, Evaluation Approaches and Designs, Data Analysis and Reporting. Intended for those interested in learning the basics of planning, implementing, and evaluating health promotion programs

    It discusses neuroanatomy, cell and molecular mechanisms and signaling through a cognitive approach to behaviour. It features an expanded treatment of the nervous system, neurological and psychiatric diseases and perception.

    Don't worry, you're not alone. Heck, you might have already read a book or two on this exact topic - there are a few out there. So why would we write another one? Because rarely will you find a book that shows you the exact steps to accomplish a specific goal. And one that's enjoyable to read to boot! No fluff, no information you don't need just to fill up space. In Make Money as a Freelance Writer, Gina Horkey and Sally Miller give you the exact steps you need to start a freelance writing business from scratch. Nothing more, nothing less. Best of all, you'll discover how to land your first paying client - even if you're starting from zero. And by following the seven steps listed in this book, you can be earning $1,000 as a freelance writer in as little as 30 days. Not bad considering the price of the book, right? Completing the action steps listed in Make Money as a Freelance Writer will help you to: * Choose your top niche(s). * Acquire your first few samples. * Create your freelance writing portfolio. * Start sourcing writing work. * Send your first several pitches. * Land your first client. * And earn your first $1,000! Reading this book (and doing the work) will save you time, money and your sanity. Don't keep trying to figure this whole freelance writing thing out on your own. Or read everything on the internet covering the subject without taking action, because you're so confused and overwhelmed by the vast amount of information that exists. These seven steps haven't just worked for us. These steps have worked for thousands of other freelance writers in our community. So read the book, join the ranks and start earning as a freelance writer today. Are you ready to turn your writing hobby into some cold, hard cash? These steps can work if you're a stay-at-home mom looking to add a little extra income to your household budget. Or if you're a college student in need of a part-time job to pay the rent. Or maybe you dream of escaping your nine-to-five. You want financial freedom and a more meaningful life. These steps help you accomplish that too! Whatever your reasons, Make Money as a Freelance Writer shows you how to start a freelance writing business from nothing and earn your first $1,000 as quickly as possible. So what are you waiting for? Click the BUY NOW button at the top of this page and start taking specific actions to make your dream of getting paid to write a reality!

    This book not only examines content creation and the concepts behind development, but it also give readers a background on the evolution of game development and how it has become what it is today. GAME DEVELOPMENT ESSENTIALS also includes chapters on project management, development team roles and responsibilities, development cycle, marketing, maintenance, and the future of game development. With the same engaging writing style and examples that made the first two editions so popular, this new edition features all the latest games and game technology. Coverage of new game-related technology, development techniques, and the latest research in the field make this an invaluable resource for anyone entering the exciting, competitive, ever-changing world of game development.

    Extensively illustrated and user-friendly, the text offers examples pf how knowledge of biochemistry is essential for understanding the molecular basis of health and disease. The 26th edition also features expanded content on results of the Human Genome Project. Perfect as both text and USMLE review.

    With updated coverage and a new look, this landmark 50th Anniversary Edition of the classic reference for veterinary students and practitioners worldwide continues its legacy of top-notch veterinary instruction. Expanded by 400 pages, this new edition includes additional information on new and emerging animal diseases, broadened chapters on emergency and critical care, expanded coverage of exotic and laboratory animals, important coverage of animal-to-human disease transmission, plus many other added and revised chapters. Available from Wiley only in the US, Caribbean, and Latin America.