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.

    Staff nursing in a ward where she's challenged by an inventory driven ward sister, she reckons it's time to swap such trivialities for life as a district nurse.Independent thinking is one thing, but Jane's about to find that the drama on district can demand instant reaction; and without hospital back up, she's usually the one having to provide it. She meets a rich cast of patients all determined to follow their own individual star, and goes to Edinburgh where Queen Victoria's Jubilee Institute's nurse training is considered the cr me de la cr me of the district nursing world.Call Me Sister recalls Jane's challenging and often hilarious route to realizing her own particular dream.

    That quixotic quest for understanding has drawn much of the world’s population eastward ever since Buddha first assumed the lotus position, and writer Mara Altman needed to know why. So she flew around the world in search of an answer not only to that mystery, but also to the deeper questions that plague all who yearn to define the meaning of life. What Altman found in her wild, comic 18-day reporting trek across India – a journey that took her on a laborious, 37-hour cross-country train trip, onto a mystical flat rock by the ocean in Pondicherry, and eventually into the emergency room of a cut-rate Bangalore hospital – will make you laugh, learn and ponder. By the end of her epic odyssey, it will also take you unexpectedly and thrillingly close to the pulsing heart of human existence. After graduating from Columbia University’s Graduate School of Journalism, Mara Altman worked as a staff writer for The Village Voice. In 2009, HarperCollins published Altman's first book, Thanks For Coming: A Young Woman's Quest for an Orgasm, which was optioned as a comedy series by HBO. She has published seven bestselling Kindle Singles, including the #1 bestseller Bearded Lady, and has also written for New York Magazine and The New York Times. Cover design by Adil Dara

    This was no ordinary streak. Along with their ridiculous mascot and uniforms, which were known as “the Creamsicles,” the Yucks were a national punch line and personnel purgatory. Owned by the miserly and bulbous-nosed Hugh Culverhouse, the team was the end of the line for Heisman Trophy winner and University of Florida hero Steve Spurrier, and a banishment for former Cowboy defensive end Pat Toomay after he wrote a tell-all book about his time on “America’s Team.” Many players on the Bucs had been out of football for years, and it wasn’t uncommon for them to have to introduce themselves in the huddle. They were coached by the ever-quotable college great John McKay. “We can’t win at home and we can’t win on the road,” he said. “What we need is a neutral site.” But the Bucs were a part of something bigger, too. They were a gambit by promoters, journalists, and civic boosters to create a shared identity for a region that didn’t exist—Tampa Bay. Before the Yucks, “the Bay” was a body of water, and even the worst team in memory transformed Florida’s Gulf communities into a single region with a common cause. The Yucks is “a funny, endearing look at how the Bucs lost their way to success, cementing a region through creamsicle unis and John McKay one-liners” (Sports Illustrated).

    E. Poynor. For less than twenty percent of what you paid for that grande maple-choco-frappa-machacino latte you'll spew out your nose while reading this book, you can learn about an aspect of Alaska most people never think about: everyday life in Alaska. Of Moose and Men: A Skewed Look at Life in Alaska provides a unique insight into the Land of the Midnight Sun, where laughing about the trials unique to the country is better than giving up.

    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.

    The pieces that comprise Non-Fiction prove just how different, in ways both highly entertaining and deeply unsettling. Encounters with alternative culture heroes Marilyn Manson and Juliette Lewis; the peculiar wages of fame attendant on the big budget film production of the movie Fight Club; life as an assembly-line drive train installer by day, hospice volunteer driver by night; the really peculiar lives of submariners; the really violent world of college wrestlers; the underground world of anabolic steroid gobblers; the harrowing circumstances of his father's murder and the trial of his killer - each essay or vignette offers a unique facet of existence as lived in and/or observed by one of America's most flagrantly daring and original literary talents.

    With Michael Jordan and the Chicago Bulls he has given himself the greatest challenge and produced his greatest triumph.In Playing for Keeps, Halberstam takes the first full measure of Michael Jordan's epic career, one of the great American stories of our time. A narrative of astonishing power and human drama, brimming with revealing anecdotes and penetrating insights, the book chronicles the forces in Jordan's life that have shaped him in to history's greatest basketball player and the larger forces that have converged to make him the most famous living human being in the world.

    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.

    Now, after breaking up with his longtime boyfriend, Smith looks back to his painfully normal childhood to see where all the trouble really began. Like every other American kid, Bob's adolescence was marked by alternating moments of blissful ignorance, hazy confusion, and humiliating self-consciousness. And in these pages, Bob evokes his youth with a vividness that will make you shudder and howl with recognition.In these hysterically humorous pages, Bob Smith introduces readers to his comically unsympathetic grandmother, who makes light of his carsickness: "Bob only throws up because he's near the window and he can"; to his first teacher crush, whose "five-o'clock shadow could plunge a room into darkness"; and to his first brush with fame, when he fainted from his chair during a biology filmstrip ("Way to go, Smith!"). Sharp, observant, ingeniously ironic and wholly satisfying, this new Lambda Award-nominated collection is at once bittersweet nostalgic fun and a testament to the unquestionable gifts of a highly original comic writer.

    NPR writer Gewn Macsai gives you some lip on chin hairs, bad boys, sagging breasts, going to the bathroom in twos, and many other rites of womanhood...

    The closest thing he had to a job was eating his parents’ food, sitting on his parents’ couch, and watching The Price is Right. An amateur magician, he spent the rest of his time practicing card tricks and rope tricks. And though he could tie four different slipknots, the necktie posed some difficulties.Rick’s father, a successful Michigan attorney, told Rick it was time to move out and enter the real world. Rick certainly wasn’t going to get a job, so he went to law school instead.This is the story of Rick’s journey from childhood to lawyerhood.In Lawyer Boy, Rick uses the skills he developed as a magician to succeed in class, and learns how to become a lawyer without becoming his father. His journey through law school was exhausting, exciting, and infuriating, and, the way he tells it, so funny it’s criminal.

    Freddie's friends lost Freddie. In this biographical volume of memories, Freddie Mercury's life is celebrated, remembered and recounted by a collection of his closest friends, lovers, collaborators and colleagues.

    For the amusement of his friends, he?d often recount in long e-mails his latest misadventure, whether it was witnessing an armed robbery or being vomited on during his first sexual experience. In 2002, he started collecting those stories on a Web site he founded, mentallyincontinent.com. Soon he had a large following of visitors, including a rabid core group who suggested edits and helped him hone his writing craft. In 2005, he self-published the best stories from his site as a collection and in the years since he?s been holding impromptu readings across the country, selling thousands of copies (mostly out of the back of his truck). In Mentally Incontinent, Joe delivers a batch of hilarious and brand-new stories, featuring his misadventures with a stalker, his blind date with a fifteen-year-old, and his frustrated attempts to convince his mom that he?s not gay. A natural storyteller and a self-proclaimed magnet for weirdness, Joe Peacock has emerged from the bowels of the Internet with some interesting tales to tell.

    When you are the mother of boys, it seems like this question is on a continuous tape loop in your head. Humor columnist Sharon O’Donnell knows this feeling. In House of Testosterone, she chronicles her adventures raising three sons and reining in her über-male, forgetful husband, Kevin. She shares her stories of welcoming her third son into the world, resisting the gravitational pull of the “guy zone,” and running a household immersed in a world of sports, bathroom humor, and laundry. O’Donnell’s spirit shines through as she struggles to find some “me time” or survive another comical family vacation.These entertaining episodes of child- (and husband-) rearing lovingly illustrate why Sharon calls herself “Lady of the House of Testosterone.”