Could you keep your cool while talking to all levels of stupid? Would you be able to wear a headset all day without wanting to throw it out of the window? All calls are recorded, analysed and timed to the second. Average handling time (AHT) is discussed as if it's the very meaning of life and managers are always coming up with new ways to shave milliseconds from each call. Is it acceptable to only have a total eight minutes a day for visits to the toilet or coffee machine? Imagine not being allowed to hang up on someone who is screaming abuse down the line at you. Welcome to the Call Centre! Izabelle worked in call centres for many years; from insurance to home shopping, from selling advertising to discussing loans. Finally in the early hours one morning, she decided enough was in fact far too much and left her final call centre job the same day, never to return. On her way out of the door for the final time she vowed she would write a book about life in a call centre. Here is that book. Read about call centres in general, memorable customers and staff. How do staff stay sane? What is Big Red? Are cranberries the true meaning of Christmas? Why would you have leather trousers round your ankles in a lift? How not to impress your boss. Izabelle shares these and many other true tales from her years of incarceration in UK call centres.

    Readers will learn about Washington's phantom appearance at the Battle of Gettysburg, Dolley Madison's spirit in the White House rose garden, Andrew Jackson's encounter with the Bell Witch, Abraham Lincoln's prophetic dreams, the mischievous ghost of Franklin D. Roosevelt's dog Fala, Richard Nixon's spiritual conferences with dead presidents, and the odd demon cat that materializes prior to national disasters.

    Every other skill will fall short in helping you remember your real nature. This book reveals the closely guarded secret of wise men and women.Few greater gifts can be given to someone than to learn how to truly develop a method to grasp their own consciousness and unlock a remarkable scope of understanding of both themselves and the universe. Life-changing books are few in number, but here is one that conveys a remarkable breakthrough. No one will be the same after absorbing the contents of this mind-enlarging volume.

     The Crash Of MH370 may well be one those ground breaking accidents that change our way of thinking. This book is an analysis of the mystery that is the missing Malaysian Airlines 777, and one of the first to be published after the search concluded. Unlike previous books about the ghost plane written by well-meaning amateur pilots and journalists, the author is an industry insider; an A380 captain with similar experience to the missing pilot. It examines the facts, who’s who, the flight and search. The latter half dispels the various theories, provides the author’s best guess as to what happened and delivers a list of thirteen urgent recommendations for the industry. Rarely do we hear from people within this industry. From pilots and air traffic controllers to crash investigators, their employment contracts stipulate: no media. That James Nixon has chosen to publish this book within three months of his retirement means we are given a rare chance to peek behind the cockpit door.

    With easy-to-use examples and loads of screenshots, Faster is the perfect digital companion for you.

    This is incidental as it is about neither of those industries in particular. It is about the magic and wonderment of those days as seen through the eyes of a child – my eyes! It is about the days when imagination was the biggest plaything that we possessed. The days when a plastic football provided a whole summer's play. It is about the scrapes that I found myself in and the things that I observed around me, and how they made me feel. All the stories are true and I personally experienced every one of them. The names of the characters have been changed. The reason being that I have no idea of the whereabouts of many of the characters contained within my stories, so I have no way of asking them for their permission to include them in this book. Some have possibly passed away, and it would be unfair of me to mention them without their blessing. Anyone who knows me will know who they are though.

    As seen on the Tonight Show with Jay Leno (twice!) as well as 2 dozen other TV programs, Brian's now the host of the popular online series "Scam School," (downloaded over 1 million times a month, and named by iTunes as a "top video podcast" of 2008 and 2009). ...And THIS is the book that started it all.With 57 killer tricks (and 8 bonus scams), any one of these tricks could win you the cost of a free drink or more... and yet your investment will be LESS THAN 2 CENTS PER TRICK!Short enough to digest in an evening, yet powerful enough to score you free drinks for the rest of your life... "Cheats, Cons, Swindles and Tricks" could be the single best investment of 99 cents you'll ever make.

    The secret, though, that surrounded my parents’ unhappy life together, was divulged to me by accident . . .’ Hidden under some papers in his father’s bureau, the sixteen-year-old Derek Malcolm finds a book by the famous criminologist Edgar Lustgarten called The Judges and the Damned. Browsing through the Contents pages Derek reads, ‘Mr Justice McCardie tries Lieutenant Malcolm – page 33.’ But there is no page 33. The whole chapter has been ripped out of the book. Slowly but surely, the shocking truth emerges: that Derek’s father, shot his wife’s lover and was acquitted at a famous trial at the Old Bailey. The trial was unique in British legal history as the first case of a crime passionel, where a guilty man is set free, on the grounds of self-defence. Husband and wife lived together unhappily ever after, raising Derek in their wake. Then, in a dramatic twist, following his father’s death, Derek receives an open postcard from his Aunt Phyllis, informing him that his real father is the Italian Ambassador to London . . . By turns laconic and affectionate, Derek Malcolm has written a richly evocative memoir of a family sinking into hopeless disrepair. Derek Malcolm was chief film critic of the Guardian for thirty years and still writes for the paper. Educated at Eton and Merton College, Oxford, he became first a steeplechase rider and then an actor after leaving university. He worked as a journalist in the sixties, first in Cheltenham and then with the Guardian where he was a features sub-editor and writer, racing correspondent and finally film critic. He directed the London Film Festival for a spell in the 80s and is now President of both the International Film Critics Association and the British Federation of Film Societies. He lives with his wife Sarah Gristwood in London and Kent and has published two books – one on Robert Mitchum and another on his favourite 100 films. He is a frequent broadcaster on radio and television and a veteran of film festival juries all over the world.

    With remarkable honesty and wit, author Joan Kendall nimbly explores her upbringing in the prim and proper segregated South during the 1950s with an outrageously unpredictable and destructive alcoholic mother.Joan and her two sisters--Linda, the perplexing spendthrift, and Susan, the practical optimist--never knew which mother would appear on the scene: the charming Mary Poppins or the spiteful Cruella de Vil. Their loving father did his best, but behind closed doors, his criticism of their mother's drinking fueled her bizarre and neglectful behaviors and further withdrawal into an ocean of whiskey.The sisters often had each other's backs, and the family maid and daytime buffer, Jadie Bell, provided a fortress in their domestic war. Although Jadie Bell loved them as her own, she could not rid their home of gloom and shame.In Joan's adulthood, a lamentable family secret is divulged, and the pain and trauma of the past becomes clear. In this beautifully written memoir, Joan reveals her own brokenness, and shares her path to redemption, healing, and joy.

    The entire South—its people, culture, history, customs, both past and present—has been and continues to be lied about and demonized by the unholy trinity of the American establishment: Academia, Hollywood, and the Media. In the midst of the anti-South hysteria currently infecting the American psyche—the banning of flags, charges of hate and “racism,” the removal and attempted removal of Confederate monuments, the renaming of schools, vandalism of monuments and property displaying the Confederate Battle Flag, and even physical assaults, albeit rarely at present, on people who display the symbols of the South — Shotwell Publishing offers this unapologetic, unreconstructed, pro-South book with the hope that it will reach those who are left that are not afraid to question the sanity of this cultural purge and the veracity of its narrative concerning the South.

    It accounts for over 46% of total world arms spending. Before World War II it spent almost nothing on defense and hardly anyone paid any income taxes. You can't have big wars without big government. Such big expenditures are now threatening to harm the national economy. How did this situation come to be? In this book you'll learn how in the critical twenty years after World War II the United States changed from being a continental democratic republic to a global imperial superpower. Since then nothing has ever been the same again. In this book you will discover this secret history of the United States that formed the basis of the world we live in today. By buying this book you will discover: - How the end of European colonialism created a power vacuum that the United States used to create a new type of world empire backed by the most powerful military force in human history. - Why the Central Intelligence Agency was created and used to interfere in the internal affairs of other nations when the United States Constitution had no mechanism for such imperial activities. - How national security bureaucrats got President Harry Truman to approve of a new wild budget busting arms race after World War II that is still going on to this day. - Why President Eisenhower really gave his famous warning against the "military-industrial complex." - Why during the Kennedy administration the nuclear arms race almost led to the end of the world during the Cuban Missile Crisis. - How President Kennedy tried to deal with what had grown into a "permanent government" of power elite national security bureaucrats in the executive branch of the federal government that had become more powerful than the individual president himself. In this book you will discover this secret history of the United States that formed the basis of the world we live in today.

    Sayed Ammar Nashawani's lectures on the biographies of the fourteen infallible figures in Shi'a Islam.An invaluable resource that represents a Shi'a view of the history of Islam, the Prophet and Imams for the present day audience. This excellent book will be of benefit to many in understanding the true nature of Islam and also illustrate how the illustrious figures as representing and manifesting universal human values that can serve humanity at large

    From perverse acts of cannibalism and dark sexual fantasies to vicious acts motivated by greed and a simple lust for blood, this book reveals the methods and motivations of some of the world's most notorious serial killers, including Juan Corona, Ian Brady and Myra Hindley, Pee Wee Gaskins, and Ivan Milat.

    DiMaggio, one of the most decorated officers on the force during a career that spanned the years 1957 to 1991. Among his awards are two Superintendent’s Awards of Valor, Mayor Richard J. Daley’s Praiseworthy Acknowledgment Plaque for Exceptional Act of Bravery Involving Risk of Life, a Presidential Citation of Appreciation, the Illinois Police Association Award of Valor, and many more.Upon his retirement in 1991, DiMaggio wrote a fascinating account of his work as a cop. The manuscript languished among his personal effects until after his death in 2008, after which his family decided to resurrect it, spruce it up, and submit it for publication. It turns out that he was an excellent word craftsman and storyteller; in fact, he was no stranger to writing—for many years he wrote the “Ask Sarge” column for the Mystery Writers of America Midwest Chapter newsletter.Told in a conversational, “regular guy” voice in episodic fashion, “SARGE!” reveals to the reader what it was really like to be a cop. The manuscript in many ways takes the form of a prose treatment of a weekly television police drama. A large selection of PHOTOS is included.DiMaggio takes the reader back to the decades such as the turbulent 1960s, when the police department was making a painful transition from “old school” to modernization. The author describes firsthand the legendary riots that occurred in Chicago after the assassination of Martin Luther King Jr. He illustrates the integration of minorities into the department and how that played out. He also goes into famous cases of corruption and the politics of navigating such a large department. One of the “set pieces” of the book is the story of how DiMaggio, as part of the “Three Musketeers”—a trio that included two detectives who were close friends—investigated a series terrifying slasher attacks on women that occurred in the city in the mid-70s. The case became one of the police department’s most memorable. Among the other cases detailed in the book include how DiMaggio found himself entering the home of a crazed young man holding hostages with a shotgun; the investigation of the discovery of a headless corpse; the take-down of the Chicago “Mad Bomber”; how an anonymous audio tape provided clues to the identities of armed robbers; and the manhunt for a cop killer. A portion of all proceeds will be donated to The Chicago Police Memorial Foundation and The Chicago Police Foundation.

    like devotional time. Guys are feeling like the term "devotional" is code for "boring". Plus, husbands and wives have different views on what intimacy is all about.For those who are wondering if they're living more with their "roommate" than their "soulmate," then this devotional can help them meet on common ground and discover each other in new ways. Men won't even need an alarm clock to wake them when "devotional time" is finished!Filled with insights from a real couple on real issues, Songs in the Key of Solomon will get spouses laughing, thinking, sharing, touching, and praying possibly all during the same reading. Each offering in this devotional is designed to spark connections around issues that matter, so couples deepen their emotional, spiritual, and physical unity and ignite new levels of intimacy. (One devotional even involves a bathtub and some candles!)Here is an invitation to discover the music in marriage maybe for the first time... or maybe once again.Features and Benefits Written by a popular comedienne, author, and featured speaker at Women of Faith events. Helps couples deepen their emotional, spiritual, and physical intimacy. A devotional men will want to read.