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.

    In the mid-80s, Ken Bradshaw and Mark Foo took big-wave surfing's spiritual home, Waimea Bay on Hawaii's legendary North Shore, and in their relentless quest for supremacy turned it into an arena of personal combat. Bradshaw was in pole-position. The muscular, square-jawed Texan already commanded respect through a combination of strength, gritty determination, and infamous temper – he was known to bite chunks out of fellow surfers' boards whenever he felt disrespected in the water. Mark Foo was the new kid on the block, and his polar opposite. The icon of the next generation, openly challenging the old guard, this slim Chinese-American wowed Waimea's winter crowds with his prowess, speed, moves, looks, and thirst for the biggest waves. But Foo's talent for self-marketing was anathema to surfing veterans and purists, and above all to Bradshaw. Foo was driving surfing in a new, commercial direction, while Bradshaw saw himself as the heir and guardian of a great tradition. And then one fine day Foo stole a wave from right under Bradshaw's nose, arousing his wrath, and firing up a feud that would span a decade.Their unforgiving rivalry would ultimately evolve into a grudging mutual admiration which was, however, doomed to end in death on a giant swell at Maverick's, just south of San Francisco, on Christmas Eve of 1994. Stealing the Wave is the intimate history of the conflict between two remarkable men that gets to the heart of what it means to compete, and examines what happens when competition, passion and belief go too far.

    unsparing, honest' GQ magazineKieron Dyer's memoir, Old Too Soon, Smart Too Late, is the first intimate and unsparing portrait of the failures and excesses of the generation of English footballers made rich beyond their wildest dreams by the post-1990 World Cup boom in the game and the explosion of the Premier League. It shares the same brutal honesty and self-awareness of the bestselling No Nonsense by Joey Barton and GoodFella by Craig Bellamy.In the public mind, Kieron Dyer came to symbolise so much of what was self-destructive about a group of football players known collectively as the 'Baby Bentley generation'. Nicknamed 'The King of Bling' by the tabloid press, Dyer was caught up in many of the scandals that characterised the history of a talented crop of players who promised so much and delivered so little, a generation whose wages and lavish lifestyles began to alienate them from the fans who once worshipped them.The brash young man is gone now, and in his place is the quiet, caring, wise man who was such a favourite on I'm a Celebrity, Get me Out of Here! in 2015. Dyer narrates, in uncompromising detail, how a generation of talented English footballers, taken out of working class childhoods and presented with a world of glitz, glamour, wealth and temptation, failed to cope with the riches that were presented to them and often fell apart.Old Too Soon, Smart Too Late is about a moment in time, a social and historical record of English football at the start of its gold rush. For Dyer, the end of the book brings a measure of personal redemption and peace but for the English game, there is only a lingering sense of waste and regret for an opportunity lost.

    As the only English football captain ever to raise the World Cup, he was not just a football icon but a national one.Yet Bobby was an intensely reserved, almost mysterious personality. Only one person was his true friend and confidante – his boyhood sweetheart, Tina, whom he met at 17 and married soon after.Tina Moore’s story of her life with Bobby, the triumphs and crises of his football career, the break-up of their marriage and what happened afterwards, is a moving tribute to a national icon by the person who knew him better than anyone.

    The only surviving member of this tragic ordeal was Ronald DeFeo Jr., who was later charged and convicted to six-life-sentences. Still, the evidence shows that Ronnie "Butch" DeFeo could not have killed all six of his family members by himself, while they lay sleeping in their beds. Thirteen months later, the Lutz family moved into the lavish Dutch Colonial home and moved out mysteriously after just 28-days with only the clothes on their backs, claiming that the house was haunted; they would never return! Then came a media frenzy and with the release of Jay Anson's runaway best selling book, "The Amityville Horror," which was later transformed into a blockbuster movie, the story became an international phenomenon. What really happened at 112 Ocean Ave. in Amityville? Mentally Ill in Amityville (MIA), is the true story of the events as they occurred, with exclusive interviews and official documents of these dramatic events. MIA is a must read for anyone who wants to know the complete story behind the most famous haunted house in the world

    

    A biography of Brazilian soccer player Kaká detailing his life and career.

    Founded in 1981 by Jim Ochowicz and Olympic medalist Eric Heiden and sponsored by the 7-Eleven chain of convenience stores, the team rounded up the best amateur cyclists in North America and formed them into a cohesive, European-style cycling team. As amateurs, they dominated the American race scene and won seven medals at the 1984 Olympic Games in Los Angeles. As professionals, beginning in 1985, the team went to Europe and soon received invitations to the Tour of Italy and then the Tour de France, putting Americans on the podium in landmark victories that would change the face of American cycling forever. Prepared with the enthusiastic cooperation of the team members and co-authored by the team’s founder, Jim Ochowicz, 7-Eleven is not only the most important missing piece in the story of American cycling, but the book that American cyclists have been waiting for ever since the 7-Eleven cowboys snagged that first yellow jersey.

    Thisis the inside story of the geniuses,the cheats, the gurus and the hangers-on that make up the golf scene. "A joy to read. Not since Bill Bryson plotted a random route through small-town America has such a breezy idea for a book had a happier or funnier result" - Lynne Truss, The Times "Funny, beautifully observed and it tells you things about sport in general and golf in particular that nobody else had thought to pass on" - Patrick Collins, Mail on Sunday

    The infectious excitement in his voice, his boyish love of the game, and his uncanny ability to anticipate the play have earned him the affection of generations of fans, induction into the Hall of Fame, and the unofficial title of best hockey broadcaster ever.Now, for the first time, readers will see Cole at the centre of the story rather than watching it from the broadcast booth. We meet the young man growing up in Newfoundland in the years before it joins Canada. We see him talk his way into Foster Hewitt's office and into his first job. And of course we see some of the most cherished players in the game backstage: on the plane back from Russia in 1972, rubbing elbows with Bobby Orr; in the hallway on the old Montreal Forum, running into Jean Beliveau; meeting young players like Steve Stamkos, who grew up listening to him on Hockey Night in Canada.Written with the expert help of massively bestselling author and respected broadcaster Stephen Brunt, these stories come to life with the charm and detail of a conversation with Cole. They sound like Cole.No one has been closer to the game over the years than Cole, and no one is more closely associated with all we love about the game than the man whose eyes we've seen it though. Now we will see so much more through those same eyes and in that unforgettable voice.

    One Night Only brings you the stories of 39 men who lived the dream — only to see it fade away almost as quickly as it arrived. Ken Reid talks to players who had one game, and one game only, in the National Hockey League — including the most famous single-gamer of them all: the coach himself, Don Cherry.Was it a dream come true or was it heartbreak? What did they learn from their hockey journey and how does it define them today? From the satisfied to the bitter, Ken Reid unearths the stories from hockey’s equivalent to one-hit wonders in the follow-up to his bestselling Hockey Card Stories.

    He tutored The Ultimate Warrior and strangled Bret Hart with a dead chicken. This is the true story of pro wrestling's overlooked legend. GRAPPLER chronicles the rags to almost-riches journey of Lynn "The Grappler" Denton. A star of pro wrestling's territorial era, Denton worked alongside the biggest names of the 1980s. Readers will learn about his adventures with ring icons such as Roddy Piper, Ric Flair and Harley Race. In addition, GRAPPLER features previously untold stories involving Bill Goldberg, Junkyard Dog, Ted Dibiase, Rick Rude, Curt Hennig and countless others. Denton also gives wrestling fans a behind-the-scenes look at several legendary promotions, including Mid-South, World Class, Memphis and Portland Wrestling. The book chronicles the territories' "glory days," and offers a ringside seat for their demise. From Denton's humble beginnings in a Texas dance hall, to the bright lights of the "Monday Night Wars," this is the story of one man chasing his dream through 35 years of wrestling history. With a foreword from WWE legend "Rowdy" Roddy Piper, GRAPPLER is a must have for any fan who wants to learn about the unsung heroes of professional wrestling. This humorous and heartfelt autobiography is proof that not every legend wears a Hall of Fame ring.

         Known for his opinions--and unabashed expression of them--Don Cherry has been causing debate for decades. Topics on "Coach's Corner" sometimes veer away from sports and on to other matters that are near and dear to Cherry's heart: the war in Afghanistan and politics, among many others.      In Straight Up and Personal, Cherry shares his thoughts on a broader range of issues than he ever has before. He shares some of his personal experiences on and off the ice, and offers the lessons he's learned along the way. This is Don Cherry: straight up and personal.

    . . colorful descriptions make this a fun read." -Los Angeles Times "One of the best sports books of the year." -Booklist Ken Baker wanted nothing more than to play ice hockey with the pros-until a brain tumor cut his dreams short while in college. After surgery and several years of rehab, Baker, who in high school was a top prospect for the U.S. Olympic team, put his successful journalism career on hold to attempt the seemingly impossible: a comeback. He moved away from his family to become the third-string goalie for the Bakersfield Condors, an AA-level minor-league team in the dusty oil town of Bakersfield, California. At the age of thirty-one, Baker became the oldest rookie in all of pro-hockey, facing 100-m.p.h. slap shots and long bus rides, hostile fans and cheap motel rooms, body bruises, and battle-worn teammates. From his visit to an NHL training camp to his first nerve-rattled minutes as a pro, Baker joins the rookies who still dream of making it to the Show, the veterans long past their prime, and the obsessive fans who keep them going. When the season is over, Baker's pro-hockey adventure ends up teaching him nearly everything he will ever need to know about life.

    He was brutal yet brilliant, narcissistic yet magnanimous, relentless yet unyielding. Most of all, he was the greatest football player of all time. He was Jim Brown.Jim Brown was an astonishing physical specimen with tremendous skills and intelligence. An athlete who played a number of sports at Syracuse University, he ultimately discovered that it was the violence of football that appealed to him most. The idea of physically dominating other men, surviving ferocious battles on the field against opponents who would just as soon call him a nigger as try to gouge out his eyes fueled an astonishing, record-making NFL career that led to the Hall of Fame. He battled his defenses, sometimes his teammates, and often the Cleveland Browns' legendary head coach Paul Brown.But Jim Brown had ambitions greater than football. He used his athletic brilliance to launch a movie career, becoming Hollywood's first black action hero, culminating in a scandalous love scene with America's sweetheart Raquel Welch. He leveraged his popularity into helping the NFL's black players and becoming a civil rights activist. Never shy about expressing his opinions, Brown would become the subject of FBI investigations and surveillance throughout parts of his life.Then there were the women. The patient wife who was essentially a single mother and who endured public humiliation. The girlfriends he ran through and the scandalous accusations of violence made by some of them.A complex and fascinating story, Jim Brown is a towering biography of a living legend.