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.

    Whether you’ve dabbled in Search Engine Optimisation (SEO) and been disappointed with the results, are a complete SEO newbie looking for a large slice of the ranking pie or you’re a seasoned professional looking to stay up to date with the best SEO practices, this book is for you. How would it feel to… Understand how Google chooses which websites to rank? Know exactly what keywords to target to attract people who are ready to buy what you sell? Have your most profitable keywords hit the top spot? Confidently be able to tweak your website and its structure (no technical know-how needed!) for fast gains? Be able to write killer content that Google and your visitors love? Build relationships with key publication players in your industry and have them begging for your content? Have crafted a complete SEO strategy to laser-target your focus and get big results? What kind of results can you achieve? One of our clients came to us in 2015 asking for help. His business was making $2k per month in sales, and he was contemplating closing shop. Today, that business turns over $3.4million per month, thanks to the strategies in this book.You’ll read about this business and others in the book. Every strategy is data-backed and battle-tested by the Exposure Ninja team, who grow real businesses like yours. What's inside? Section 1: The Foundations You’ll learn: The four free ways to appear on the first page of Google How to identify keywords that will drive hordes of hungry traffic to your website The key to seeing ranking gains in just weeks Why snooping on your competitors is crucial, and how to steal the good bits. Section 2: Your Website Transform your website’s ranking by: Structuring it to make it easy for Google AND visitors to use Using content to 10x your traffic Transforming your blog into a sales generator Avoiding the SEO pitfalls that can do more harm to your website than good Section 3: Promoting Your Website You’ll find out: The exact process that took one business from 35 to 3,450 leads a month How to get links from national newspaper websites The easy way to pitch content sounding desperate How to get links from social media Section 4: Designing Your SEO Strategy SEO can be overwhelming. Replace panic with serene calm as you: Put everything into a comprehensive strategy Pick the key tasks to get results if you’re low on time Learn which metrics to track and which to ignore Implement three key practices that will ensure long-term improvement, whatever Google throws at you "But how do I know all this is possible?" Tim Cameron-Kitchen started out as a professional drummer. After building and ranking a website for his next-door neighbour, he got bitten by the SEO bug. Hundreds of clients later and with a team of 100 at his agency Exposure Ninja, Tim's story shows that anyone, even if you don't have a background in SEO, can learn what it takes to rank their website on Google.

    SOAR takes the Appreciative Inquiry philosophy and applies it to provide a strategic thinking and dialogue process. The authors have been instrumental in developing this process and will share the concept and case studies to give you the confidence to try SOAR.

    If you are at risk of the disease, you'll learn about lifestyle changes that may keep you from developing diabetes.

    

    In The YouTube Formula: How Anyone Can Unlock the Algorithm to Drive Views, Build an Audience, and Grow Revenue, the owner of the largest YouTube how-to channel provides the secrets to getting the results that every YouTube creator and strategist wants. Eves will reveal what readers can't get anywhere else: the inner workings of the YouTube algorithm that's responsible for determining success on the platform, and how creators can use it to their advantage.Full of actionable advice and concrete strategies, this book teaches readers how to:Launch a channel Create life-changing content Drive rapid view and subscriber growth Build a brand and increase engagement Improve searchability Monetize content and audience Replete with case studies and information from successful YouTube creators, The YouTube Formula is perfect for any creator, entrepreneur, social media strategist, and brand manager who hopes to see real commercial results from their work on the platform.

    In Bonifacio's Bolo, Ambeth Ocampo adds even more interesting bits to another scrapbook of history.

    Why are so many RNs dropping out of health care's largest profession? How will the lack of skilled, experienced caregivers affect patients? These are some of the questions addressed by Suzanne Gordon's definitive account of the world's nursing crisis. In Nursing against the Odds, one of North America's leading health care journalists draws on in-depth interviews, research studies, and extensive firsthand reporting to help readers better understand the myriad causes of and possible solutions to the current crisis.Gordon examines how health care cost cutting and hospital restructuring undermine the working conditions necessary for quality care. She shows how the historically troubled workplace relationships between RNs and physicians become even more dysfunctional in modern hospitals. In Gordon's view, the public image of nurses continues to suffer from negative media stereotyping in medical shows on television and from shoddy press coverage of the important role RNs play in the delivery of health care.Gordon also identifies the class and status divisions within the profession that hinder a much-needed defense of bedside nursing. She explains why some policy panaceas--hiring more temporary workers, importing RNs from less-developed countries--fail to address the forces that drive nurses out of their workplaces. To promote better care, Gordon calls for a broad agenda that includes safer staffing, improved scheduling, and other policy changes that would give nurses a greater voice at work. She explores how doctors and nurses can collaborate more effectively and what medical and nursing education must do to foster such cooperation. Finally, Gordon outlines ways in which RNs can successfully take their case to the public while campaigning for health care system reform that actually funds necessary nursing care.

    A how-to guide to classroom inquiry that takes educators through the research process step by step, answering each critical question from where do I begin? through publishing the results.

    It was the smile that one woman gives to another and not the chilly facial movement from Matrons of old. "Do you think you would be able to work 9 to 3.30?" For a moment I couldn't think at all. There seemed something not quite right in being paid for so little labour.' At the end of the Second World War, as husbands came back to Civvy Street their wives had the luxury of staying at home with the children. For a short while at least. Soon Evelyn realised she had to find part-time work to make ends meet, and to her astonishment she was offered part-time hours at her old hospital.The day-to-day job hadn't changed much, but she was now a nurse and mother. Whooping cough and measles could still kill a small child, and the early '50s polio epidemic left the whole country in shock.But the nurses worked hard, moaned incessantly about their aching feet and yet found things to laugh at, just as they did from the start of their training. If old soldiers never die, then neither do nurses.

    The new, extensively updated Neonatal Resuscitation Program materials represent a shift in approach to the education process, eliminating the slide and lecture format and emphasizing a hands-on, interactive, simulation-based learning environment.Changes in the NRP™ Algorithm Elimination of Evaluation of Amniotic Fluid in Initial Rapid Assessment Use of Supplemental Oxygen During Neonatal Resuscitation Use of Pulse Oximetry

    Through an exhaustive, evidence-based analysis of medical research, the study concludes that MS is a disease largely determined by lifestyle factors. Showing that people with MS who modify their diet, their exercise habits, and other aspects of their lifestyle can stabilize the illness and potentially recover, these recommendations will change the lives of thousands of people with MS and support their loved ones.

    Until recently both doctors and patients have misunderstood its true causes and have unwittingly fostered the pain cycle. Back Sense is the groundbreaking book that promises to change the way we approach the problem by proving that almost all chronic back pain is caused by stress and muscle tension, rather than by damage to the spine.On occasion nearly everyone experiences short term back pain--from sore or strained muscles. But for many who come to treat their back gingerly because they fear further "injury," a cycle of worry and inactivity results, which actually increases muscle tightness and leads them to think of themselves as having a "bad back." In reality, most backs are strong and resilient--built to support our bodies for a lifetime. Contrary to popular belief, truly "bad backs" are extremely rare. While seemingly abnormal disks and other parts of the back are, in fact, often present in those who suffer chronic back pain, they are also frequently found in those who have absolutely no pain whatsoever. Back Sense uses the latest scientific research to discredit the perfectly understandable, but counterproductive assumption that back pain is caused by these "abnormalities." Drawing on their work with patients and studies from major scientific journals and corporations such as Boeing, the authors have amassed conclusive evidence proving that stress and inactivity are actually to blame. Since conventional treatments of back problems encourage excessive caution, most sufferers get trapped in a vicious cycle in which concern about pain and physical limitations leads to heightened tension, more pain, and further distress. The authors of Back Sense--all three are former chronic back pain sufferers themselves--have developed a revolutionary self-treatment approach that works. It allows patients to avoid the restrictions and expense of most other treatments. After showing readers how to rule out the possibility that a rare medical condition is the source of their problem, Back Sense clearly and convincingly explains how chronic back pain results from other factors. Building on this idea, the book systematically leads readers toward recapturing a life free of back pain.From the Hardcover edition.

    You will learn how to create notes, how to create stacks, how to set up a hierarchical structure for tags, how to create virtual genealogy binders, easy ways to transfer your computer files into an Evernote Note, and more. You will be able to follow each step to create your own Genealogy Binders full of your research (documents, photos, audio files, and more) on all your ancestors. Your Genealogy files will be organized, easily accessible and readily available to share with others if desired.

    This book contains student-friendly Study Tips, Clinical View boxes, and progressive question sets to motivate students to internalize and apply what they've learned.