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.

    In Code Breaking , Rudolf Kippenhahn offers readers both an exciting chronicle of cryptography and a lively exploration of the cryptographer’s craft. Rich with vivid anecdotes from a history of coding and decoding and featuring three new chapters, this revised and expanded edition makes the often abstruse art of deciphering coded messages accessible to the general reader and reveals the relevance of codes to our everyday high-tech society. A stylishly written, meticulously researched adventure, Code Breaking explores the ways in which communication can be obscured and, like magic, made clear again.

    In If These Walls Could Talk: Chicago Blackhawks, Mark Lazerus chronicles the team's rise from the dark ages of the 2000s to the golden age of the 2010s through never-before-told stories from inside the dressing room, aboard the team plane, at the players' homes, and — especially in the case of the rowdy 2009-2010 team that started it all — in countless Chicago bars. If These Walls Could Talk: Chicago Blackhawks will bring readers closer to their favorite players than ever before. It's a book Hawks fans won't want to be without.

    He is a man of style, sophistication, and security, just as strong and confident as his predecessor, but far more diverse in his interests, his tastes, and, most importantly, his self-image. He may be seen at an NBA game one night and an art gallery opening the next. Able to navigate any social setting, he is informed, influential, intriguing, and very much in vogue these days. He is the new male ideal: the metrosexual man.So how can the average Joe keep up with this new version of cool? How should he behave, what shoes should he wear, and what CDs should he have in his collection? Answers to these questions and so many other pressing concerns can be found in The Metrosexual Guide to Style. Filled with entertaining anecdotes, famous quotes, helpful hints, dos and don'ts, recommendations and potential pitfalls, this handy guidebook covers everything from dining out to fashion and personal style, home décor to the Metro-mindset. It is the one-stop shop for the impeccably groomed and savvy modern man.

    This funny, practical book by Andy Cope, the Dr of Happiness, will show you how to transform your thinking, change gear and find a fresh new perspective that will leave you better focused on the things that matter, healthier and a great deal happier.ABOUT THIS SERIESLittle Books are accessible and engaging books with a focus on personal development and business topics, delivering quick, outcome-focused results, ideal for self-improvement junkies, commuters, or business readers.

    Hernandez provides commentary on two ball games in the 1993 season : a Philles-Braves match-up and an extra innings battle between the Tigers and the Yankees. [He] examines the overall strategies of the game and offers good analyses of fielding techniques, base stealing, lineups, umpiring etiquette, double-steal rundowns, hit-and-runs, signals, infield shifts and more. His most intense and incisive analysis, however, is saved for the psychology of the pitcher-hitter duels. No matter where you are watching, you will never again see the game in the same way."-- Playboy"Keith Hernandez, it turns out, is even smarter than we thought he was in the Mets' glory years. All the subtleties of baseball are revealed as the two games unfold. Mr. Hernandez's opinions and pet-peeves--intentional walks, early-inning sacrifices, throwing fastballs to prevent stolen bases, large gaps in the outfield, pitchers who 'nibble. nibble, nibble,"--are well thought out and clearly articulated. [He] is particularly strong in analyzing the cat-and-mouse game played between pitchers and hitters as the count shifts the odds back and forth."-- New York Times Book Review "An MVP of a guide to the national pastime from savvy 17-year veteran of the major leagues who remains an ardent fan in retirement. Hernandez came up with an angle that works to near perfection: tellingly detailed start-to-finish accounts of two games played midway through the 1993 baseball season."-- Kirkus Reviews(starred)

    It's an occasionally ribald, frequently witty and unerringly erudite guided tour of the secret labyrinth that lurks beneath the English language, taking in monks and monkeys, film buffs and buffaloes, and explaining precisely what the Rolling Stones have to do with gardening.

    He is a forceful, cogent, incisive phrase-maker."—Bill Knott"The yearning in these poems is awash in dense, spiritual sexuality buffeted by time and the mishandling of promises and breakable bonds."—apt The Truth Is We Are Perfect contains fifty-four lyrics exploring the loss of oneself through the loss of an other, and how we seek to recreate ourselves in that absence. Stucky journeys into nothingness and, consequently, into awareness. His meditative sensibilities and minimalist style create ritualized poems acting as spells—transcribed to be read aloud and performed in the service of realizing that which we seek to become: "Because I love a burning thing / I made my heart a field of fire."Janaka Stucky is the publisher of Black Ocean as well as the annual poetry journal Handsome. He is the author of two chapbooks: Your Name Is The Only Freedom, and The World Will Deny It For You. His poems have appeared in such journals as Denver Quarterly, Fence and North American Review, and his articles have been published by the Huffington Post and the Poetry Foundation. He is a two-time National Haiku Champion and in 2010 he was voted "Boston's Best Poet" in the Boston Phoenix.

    More witty and stylish poetic therapy for the Venus and Mars generation.

    . . Roemer [is] America's most decorated FBI agent."--Chicago TribuneFor forty years Tony Accardo was America's most dangerous criminal. He cut his teeth on the Chicago mob wars of Capone and Elliot Ness. He got his nickname "Joe Batters" for killing two men with a baseball bat. As the bodies piled up, Capone's youngest capo murdered and schemed his way to the top.William Roemer was the first FBI agent to face Tony "The Big Tuna" Accardo. Now, Roemer tells the story that only he could tell: the deals, the hits, the double-crosses, and the power plays that reached from the Windy City to Hollywood and to New York. Drawing on secret wiretaps and inside information, ACCARDO chronicles bloodshed and mayhem for more than six decades--as Roemer duels against the most powerful don of them all. . . ."Roemer brings the reality of organized crime home to us."--Boston Herald"A big, sprawled out account that serves as anecdotal history of organized crime."--Kirkus Reviews

    Brainiac traces his rise from anonymous computer programmer to nerd folk icon. But along the way, it also explores his newly conquered kingdom: the world of trivia itself.Jennings had always been minutiae-mad, poring over almanacs and TV Guide listings at an age when most kids are still watching Elmo and putting beans up their nose. But trivia, he has found, is centuries older than his childhood obsession with it. Whisking us from the coffeehouses of seventeenth-century London to the Internet age, Jennings chronicles the ups and downs of the trivia fad: the quiz book explosion of the Jazz Age; the rise, fall, and rise again of TV quiz shows; the nostalgic campus trivia of the 1960s; and the 1980s, when Trivial Pursuit® again made it fashionable to be a know-it-all.Jennings also investigates the shadowy demimonde of today’s trivia subculture, guiding us on a tour of trivia hotspots across America. He goes head-to-head with the blowhards and diehards of the college quiz-bowl circuit, the slightly soused faithful of the Boston pub trivia scene, and the raucous participants in the annual Q&A marathon in Stevens Point, Wisconsin, “The World’s Largest Trivia Contest.” And, of course, he takes us behind the scenes of his improbable 75-game run on Jeopardy!But above all, Brainiac is a love letter to the useless fact. What marsupial has fingerprints that are indistinguishable from human ones?* What planet has a crater on it named after Laura Ingalls Wilder?** What comedian had the misfortune to be born with the name “Albert Einstein”?*** Jennings also ponders questions that are a little more philosophical: What separates trivia from meaningless facts? Is being good at trivia a mark of intelligence? And is trivia just a waste of time, or does it serve some not-so-trivial purpose after all?Uproarious, silly, engaging, and erudite, this book is an irresistible celebration of nostalgia, curiosity, and nerdy obsession–in a word, trivia.* The koala** Venus*** Albert BrooksFrom the Hardcover edition.

    They come in many colorways and fiber contents--and they're everywhere. Best of all, they're versatile; you can use these fabulous fibers for a lot more than socks. You can make shawls!Learn how to work from a knitting chart; instructions for 15 striking shawls are charted "and "written outGet tips for choosing the right yarn--from fiber content to color--plus tips on using stitch markers, making shawls bigger, and moreMake great gifts; find a variety of knitted-shawl patterns to suit yourself and your friends

    . .  If you are interested in joining the Peace Corps, you probably have questions that run the gamut from "What is the application process like?" to "Is the Peace Corps effective as a development agency?" In this updated second edition, former Peace Corps volunteer Dillon Banerjee shares candid facts and insights about the experience in a practical question-and-answer format. With input from recently returned volunteers who served across the globe, this thorough guide presents valuable information including: •   What Peace Corps recruiters look for in your application•   Items you should--and shouldn't---pack for your two-year trip•   Useful gadgets and technology that help volunteers stay connected from far away•   Real answers to personal questions about culture shock, safety, dating, homesickness, and more Whether you're thinking of joining or have already been accepted and are preparing to leave, The Insider's Guide to the Peace Corps will help equip you for the unique challenges and rewards of the volunteer experience, regardless of your program area or country assignment. It's essential reading for anyone interested in "the toughest job you'll ever love."

    You'll get up to speed quickly with this straight forward guide, full of practical step-by-step visual instructions. Full color screen shots help you learn visually and quickly become productive. <br><br>From the best selling author of the Top 100 Tips for iPad.

    No complex terminology. ★FREE eBook Download inside★ Your dad taught you how to play Chess, but he didn’t teach you much. You already know how to checkmate and move the pieces, but let’s face it, your friends and family still beat you more than you’d like. You don't just want to play. You want to win and possibly CONQUER ALL YOUR FRIENDS! You sly dog! I know the feeling and I’m here to help. My name is Maxen R. Tarafa and I’m a Skill Artist. In a few short months, I went from a struggling post-beginner to an adept intermediate player and doubled my Chess ability by teaching myself. In this book, I show you how you can double, even triple, your Chess ability like I did, but faster. But I’m going to tell you right now. My method is rather controversial. You see, most chess “experts” bombard you with complex Chess notation (QxB6?) and expect you to read complex Chess terminology. I don’t do that. I’ll give you a cheat sheet of what you NEED to remember, and you’ll be off to the Chess boards and killing Queens like it’s nobody’s business. In this book, you learn: -How to play your first 10 moves so YOU control the game (Chess Openings) -How to use 3 techniques (or Chess tactics) like bringing light sabers to a knife fight -How to identify one weakness, if you simply recognize it, you can win in one move -How to cut your training time in ½. Know what to study and apply brainhacking techniques. -How to avoid common beginner mistakes with time-tested Chess strategy -Where to find FREE Chess websites, apps, videos, and technology to double your skills -How to use the one principle I taught to Eduardo that took him from losing miserably to unbeatable -How to “bend” the Chess rules with little-known special moves (it’s not cheating!) -And more I taught a 9-year-old these principles and a week later he was beating 17-year-olds. Anyone, even you, can learn how to double your Chess ability by learning a few easy principles. You’ll even learn how to speed your decision-making and play speed chess. If you’re looking for quick and easy Chess instruction to double your skills, but don’t want to learn complex terminology and notation, this book is for you! Don’t let your friend, brother, dad, or roommate beat you again! Join the Casual Chess revolution! Plain-English Chess Instruction for Casual Players, Post-Beginners, and People who Want to Learn Fast! ★Now Available in Paperback! To buy paperback, scroll up and click the Paperback link (by the cover image)★