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.

    One day… I wanted to explore the US in an RV. One day… I wanted to backpack in a foreign country. None of these things were happening because it seemed impossible to fit big adventures into a nine-to-five life. Until one day it hit me. One day was not just going to happen. I had to start taking the steps to make it happen and figure out how to fit it in. I got on the internet and searched for something to inspire me. I found the Becoming Ultra project. And thus began my journey to running a 50 mile race.

    Everyone knows about Navy SEALs and Green Berets but nobody knows about the deep recce, sabotage, and direct action missions conducted by the Rhodesian SAS. The Rhodesian Light Infantry was a killing machine, participating in combat jumps every night during the heat of the Bush War. The Selous Scouts were perhaps the most innovative and daring unconventional warfare unit in history which would pair white soldiers with turncoat black “former” terrorists who would then infiltrate enemy camps.US military veteran and historian Dan Tharp covers each of these three units in depth.(18,000 words)

    Complemented with more than 40 full-colour personal illustrations of the Captain, Life in the Skies will be a valuable and useful guide for air travellers and budding-pilots alike!Captain Lim Khoy Hing is an ex-airline pilot who is passionate about flying, having worked all his life high above the clouds since leaving college. Prior to his retirement from flag-carrier Malaysia Airlines, he was fortunate enough to fly the latest fly-by-wire planes such as the Boeing 777 and Airbus A320, A330 and A340. He has logged a total of 25,500 flying hours, or about 20 trips to the moon and back. Capt. Lim started his flying career in the Royal Malaysian Air Force, having been trained by the Royal Air Force in the United Kingdom in 1967. He served for about 12 years in the service before joining Malaysia Airlines and finished his career with the carrier AirAsia before retiring in 2011.

    This text tackles the most important side of digital photography - how to take professional-quality shots using the same tricks today's top digital pros use.

     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.

    Kevin’s mum, Anne, was not there to answer his call but she never let her son down. From that fateful day, April 15, 1989, she embarked on a remarkable 24-year battle to see justice done. Convinced of a cover-up by the powers that be, she left no stone unturned in her quest to uncover the truth. It was a campaign that she fought to her dying day, succumbing to cancer at the age of 62 in April, 2013. Anne’s efforts had not been in vain. Just months earlier, a historic breakthrough saw the original inquest verdicts quashed, following a public apology to the Hillsborough families by Prime Minister David Cameron. Her daughter Sara, Kevin’s sister, was with Anne every step of the way. Now, with the help of personal recollections penned by her mum in her final months, she tells the real story of Anne’s remarkable journey – her spirit in the face of the many setbacks and her defiant refusal to accept defeat. Anne’s final message before losing her fight for life was ‘I never walked alone’. This book is dedicated to everyone who has ever fought for justice in the name of the 96.Copyright: All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form, or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission in writing of the copyright holders, nor be otherwise circulated in any form of binding or cover other than in which it is published and without a similar condition being imposed on the subsequent publisher.

    Best-selling novelist David Hewson, author of the ever-popular Writing A Novel with Scrivener, offers a professional insight into how to use this unique app for writing fiction. This ebook covers all the aspects of Ulysses a writer needs to master in order to produce a finished book, from initial planning through to completed ebook, Word file or PDFs for publication, reading and revision. You will learn how to use Ulysses to structure a book into parts and scenes, ways to manage research and ideas and how to develop a novel from a bare outline through to first draft and revisions. Hewson also describes how Ulysses stores work uniquely in its own library, enabling you to work on the same draft manuscript across different machines while on the move. For budding screenwriters there is a section on how to use Ulysses to produce scripts to professional formats that can be edited later in movie apps such as Final Draft. And this release will also include a free upgrade to an updated edition covering the next release of Ulysses and the forthcoming iPad app. David Hewson (www.davidhewson.com) is the author of more than 25 novels published around the world. He adapted the award-winning TV series The Killing into acclaimed novel and recently launched a new crime series set in Amsterdam with The House of Dolls which has been optioned for Dutch TV.

     "Before I wrote this book, I was diagnosed as MORBIDLY OBESE by my primary-care physician following a yearly visit. The only problem with this diagnosis was that we never discussed this issue. I knew that I was overweight, but it wasn't until I switched doctors and picked up my medical records that I saw this in writing. I saw myself in front of the mirror every day, so I knew things were bad, but it wasn't until I read those words, MORBIDLY OBESE, that the gravity of the situation sunk in." -LAURA SINCLAIR At 55, Laura Sinclair was grossly overweight; the future looked dim and dangerous. Carrying extra weight was setting her up for the possibility of developing a chronic illness--heart disease, stroke, or worse. She decided to take ownership of her life and pave a new road to optimum health and happiness. -Learn how Laura lost over 40% of her body weight and kept it off. -How she reached a level of fitness and athleticism that she thought not possible in her 50s and beyond.

    Now settled into life in Devon with their three children, they try to encourage a more active family lifestyle with camping holidays, family bike rides, hill-walking and canoe trips. But things rarely go smoothly.Meanwhile, George continues to set himself ridiculous challenges. Having been a complete novice swimmer only a year earlier, he decides to confront his incompetence head-on.By signing up for a 10km swim.How hard can it be?Anyone reading George’s books hoping for useful training tips for their own adventures and challenges might be disappointed. His training methods and pre-race preparations are unconventional and perhaps not recommended, but there might be some nuggets of unintentional wisdom amongst the chaos.Did Not Finish is a series of books about George and his family’s adventures in running, cycling and swimming. From ultramarathons to triathlons, 10k swims to European cycling adventures, George promises fun and laughter every step, pedal, and paddle of the way.

    Based on vegetative rather than floral characteristics, this practical guide gives anyone who works with plants the ability to identify weeds before they flower.- A dichotomous key to all the species described in the book is designed to narrow the choices to a few possible species. Identification can then be confirmed by reading the descriptions of the species and comparing a specimen with the drawings and photographs.- A fold-out grass identification table provides diagnostic information for weedy grasses in an easy-to-use tabular key.- Specimens with unusual vegetative characteristics, such as thorns, square stems, whorled leaves, or milky sap, can be rapidly identified using the shortcut identification table.The first comprehensive weed identification manual available for the Northeast, this book will facilitate appropriate weed management strategy in any horticultural or agronomic cropping system and will also serve home gardeners and landscape managers, as well as pest management specialists and allergists.

    "Small Space Garden Ideas" is full of creative ideas for making use of every growing space available.From windowsills and hanging baskets to rooftop containers and vertical gardens, "Small Space Garden Ideas" shows you how to create a dream garden, through step-by-step projects from start to finish.

    Featuring all new, never before published material, Crows, Papua New Guinea, and Boats is the latest release by David Thorne, author of The Internet is a Playground and 27bslash6.com

    Leopold, expert in horticulture, botany, forestry, and ecology No other single volume on native plants has such comprehensive horticultural coverage as Native Plants of the Northeast: A Guide for Gardening and Conservation. Nearly seven hundred species of native trees, shrubs, vines, ferns, grasses, and wildflowers from the northeastern quarter of the United States and all of eastern Canada are included. Each plant description includes information about cultivation and propagation, ranges, and hardiness. An appendix recommends particular plants for difficult situations, as well as attracting butterflies, hummingbirds, and other wildlife.

    You’ve deloaded, done your recovery session, even taken a hot bath. Oh how nice a massage would be right now. The problem is not all of us have the time or the money to invest in some good soft tissue work. Want a cheap yet extremely effective way to get rid of your aches and pains? This easy to understand guide will help you address all of those problems and more. Best of all, you don't even need to leave your house or buy any expensive tool. Just grab a tennis ball and get started.Being able to treat your own pain is a very valuable tool. It can save you a lot of money and mean less trips to the physiotherapist as well as ensuring that you are keeping your body in good condition. Trigger points and tight muscles are a common cause of muscle and joint pain. They can refer pain to other areas as well as causing problems at the site itself. Although they don't count for all the pain you might be suffering from, releasing them can certainly help get rid of a lot of the pain, if not clear up your problem entirely. Have you ever been to the doctor and he or she told you that theres nothing wrong, even after extensive scans? You might simply need some work on your muscles. Keeping the muscle tissue quality high will help reduce the amount of injuries you suffer from, improve your posture as well as help a lot of muscle and joint pain.In this book you can learn how to effectively get rid of shoulder pain, neck pain, upper and lower back pain, hip and glute pain and stiffness, leg and knee pain, calf pain, ankle stiffness, Achilles problems and much more.Actual excerpt from the book of how I discovered this great technique."When I was playing in Germany, I had really bad shoulder pain. The kind that ran down to my fingers and made me unable to put my arms over my head. One night trying to get relief I grabbed my old Motorola and started laying on it, with it digging in under my shoulder. Slowly and excruciatingly I released the rotator cuff muscles and gave myself a pain free range of motion that I had only dreamed of before. Needless to say, I thought I was a genius and upgraded to a tennis ball pretty quickly."