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.

    This hands-on guide provides invaluable insight for creating successful test-driven development processes. With source code and examples featured in both C# and .NET, the book walks you through the TDD methodology and shows how it is applied to a real-world application. You'll witness the application built from scratch and details each step that is involved in the development, as well as any problems that were encountered and the solutions that were applied.Clarifies the motivation behind test-driven development (TDD), what it is, and how it works Reviews the various steps involved in developing an application and the testing that is involved prior to implementing the functionality Discusses unit testing and refactoring Professional Test-Driven Development with C# shows you how to create great TDD processes right away.

    This reassuring book debunks the generally-accepted claims about necessary savings rates, which can cause paranoia among those beginning to contemplate retirement. The authors offer greater insight into planning approaches that are not widely understood, demystifies retirement targets (age, savings, income), and outlines concrete approaches to maximizing retirement savings.Offers practical advice for dealing with the changes to Canada's retirement system Includes advice for calculating your Neutral Retirement Income Target Contains solid financial advice in accessible language Written by the Executive Chairman and Chief Actuary of Morneau Shepell Canada's national actuarial consulting firm The Real Retirement offers a down-to-earth guide for preparing for comfortable retirement and shows what it takes to achieve it.

    It includes a concise, A-Z organization of the drugs, and includes information on 21 newly-approved drugs. More than 1,300 generic drugs and 4,500 trade names are included, as are over 800 new nursing guidelines.

    Take in the spectacle of Machu Picchu at sunrise, treat your taste buds to Lima's famous ceviche, or try to solve the mystery of the Nazca Lines; all with your trusted travel companion. Discover the best of Peru and begin your journey now!Inside Lonely Planet Discover Peru: Full-color maps and images throughoutHighlights and itineraries show you the simplest way to tailor your trip to your own personal needs and interestsInsider tips save you time and money and help you get around like a local, avoiding crowds and trouble spotsEssential info at your fingertips - including hours of operation, phone numbers, websites, transit tips, and pricesHonest reviews for all budgets - including eating, sleeping, sight-seeing, going out, shopping, and hidden gems that most guidebooks missCultural insights give you a richer and more rewarding travel experience - including customs, history, art, literature, music, landscapes, outdoor activities, wildlife, food, drink, and moreOver 50 color local mapsUseful features - including Walking Tours, Month-by-Month (annual festival calendar), and Travel with KidsCoverage of Iquitos, the Amazon, Huaraz, Trujillo, the North, Cuzco, Machu Picchu, Lima, Lake Titicaca, Nazca, Arequipa, the South, and moreThe Perfect Choice: Lonely Planet Discover Peru, our easy-to-use guide, is perfect for travelers who seek the most popular attractions a destination has to offer. Filled with inspiring and colorful photos, this guide focuses on the best of the best.Looking for a comprehensive guide that recommends a wide range of experiences, both popular and offbeat, and extensively covers all the country has to offer? Check out Lonely Planet's Peru guide. Authors: Written and researched by Lonely Planet, Carolina A Miranda, Carolyn McCarthy, Kevin Raub, Brendan Sainsbury, and Luke Waterson.About Lonely Planet: Started in 1973, Lonely Planet has become the world's leading travel guide publisher with guidebooks to every destination on the planet, as well as an award-winning website, a suite of mobile and digital travel products, and a dedicated traveler community. Lonely Planet's mission is to enable curious travelers to experience the world and to truly get to the heart of the places they find themselves in.TripAdvisor Travelers' Choice Awards 2012 and 2013 winner in Favorite Travel Guide category'Lonely Planet guides are, quite simply, like no other.' - New York Times'Lonely Planet. It's on everyone's bookshelves; it's in every traveller's hands. It's on mobile phones. It's on the Internet. It's everywhere, and it's telling entire generations of people how to travel the world.' - Fairfax Media (Australia)

    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.

    With this book you will learn how to tap into every Kindle Fire feature, including many of the hidden ones not discussed in other books. From setting up your Kindle Page, managing your music, watching movies, and downloading content - this book covers everything. The task based full-color format allows you to quickly and easily find the exact task you want to accomplish and walks you through it in a delightfully concise and visual manner. My Kindle Fire makes it easy for you to:• Master all the basics, fast: reading, playing, watching, browsing, and more• Tweak your Kindle Fire for quicker access and longer battery life• Sample best-seller book chapters for free• Mark up any eBook with highlights, notes, and bookmarks• Convert your personal documents for use on Kindle Fire• Discover Calibre, a powerful eBook management tool• Control even the largest music libraries• Get instant answers from Wikipedia, and from Kindle Fire’s built-in dictionary• Listen to personalized Internet radio stations created just for you• Use your Kindle Fire as a digital photo frame• Prevent unwanted subscription charges• Set up any email account to work on your Kindle Fire• Explore any web content with Amazon’s innovative Silk browser• Use Amazon Cloud to get your stuff anywhere—even if you left your Kindle at home• And much much more…Unlike many other guides which might only briefly mention or skip over some very import Kindle Fire features My Kindle Fire covers everything. Here are just a few of the things you'll find in My Kindle Fire that aren't covered in other guides: • Full coverage of Calibre, a free application for Mac or PC that helps manage your eBook library• A large number of walkthroughs for managing music playlists, including how to use cloud playlists. • How to reinstall multiple apps at once in case you reset your Kindle Fire. • Step-by-step walkthroughs on configuring all types of email accounts. • Coverage on handling attachments in your email application. • Importing contacts from your existing email application or cloud service and how you can export your contacts in order to back them up. • How to use Copy and Paste on the Kindle Fire. • How to use social networking integration with Facebook and others. • Walkthroughs on using the Gallery app, Pandora, Audible, and other popular apps. • Shows you how to access files on other computers in your house right from your Kindle Fire.

    You'll explore a wide range of important Java topics as you systematically learn how to pass the certification exam. Each chapter starts with a list of the exam objectives covered in that chapter. You'll find sample questions and exercises designed to reinforce key concepts and to prepare you for what you'll see in the real exam, along with numerous tips, notes, and visual aids throughout the book.About This BookTo earn the OCA Java SE 7 Programmer Certification, you need to know your Java inside and out, and to pass the exam it's good to understand the test itself. This book cracks open the questions, exercises, and expectations you'll face on the OCA exam so you'll be ready and confident on test day.OCA Java SE 7 Programmer I Certification Guide is a comprehensive guide to the 1Z0-803 exam. You'll explore important Java topics as you systematically learn what is required. Each chapter starts with a list of exam objectives, followed by sample questions and exercises designed to reinforce key concepts. It provides multiple ways to digest important techniques and concepts, including analogies, diagrams, flowcharts, and lots of well-commented code.Written for developers with a working knowledge of Java who want to earn the OCA Java SE 7 Programmer I Certification.Purchase of the print book includes a free eBook in PDF, Kindle, and ePub formats from Manning Publications.What's InsideCovers all exam topicsHands-on coding exercisesHow to avoid built-in traps and pitfallsAbout the AuthorMala Gupta has been training programmers to pass Java certification exams since 2006. She holds OCA Java SE7 Programmer I, SCWCD, and SCJP certifications.Table of ContentsIntroductionJava basicsWorking with Java data typesMethods and encapsulationString, StringBuilder, Arrays, and ArrayListFlow controlWorking with inheritanceException handlingFull mock exam

    Covey, RESUMES ARE DEAD is not for the faint of heart. This ebook tackles one of life's most compelling choices: money or meaning? The audio is relevant, timely and career-critical. Learn how to design a career that supports your quest for both money and meaning—providing you the freedom to pursue your dreams and live your ideal lifestyle.This is career development reworked, unconventional and results-driven. Whether you're retired, in the middle of your career, fresh out of college, or have been hit hard by economic crisis, RESUMES ARE DEAD is chock-full of powerful, raw principles that will help you find your footing, contribute to the world in meaningful ways, and simultaneously create your ideal lifestyle.“My verdict: SHEER GENIUS! I love it, I think it’s brilliant, I think it’s bold and courageous, I think it will help people out everywhere.”—Stephen M.R. Covey, author of The New York Times bestseller, The Speed of Trust“Richie hits the nail on the head in the pursuit of dreams. We cannot sit back and wait for life to serve up opportunities, but rather we must create our value and contribute in a powerful way.”—Kenny Anderson, author of Common Denominators for Success“Can I just say WOOOOOOOOOOOW!!! I’m just moved and on fire right now. Very relevant and timely message for our days (and for everyone)!”—Juri Widiger, Brussels, Belgium“This is a great book at so many levels. If you are looking to find your own direction or just need the motivation to move forward, Richie’s book can help. I found it empowering as an employer as well. I want the employees Richie describes in this book, and it helps me to recognize what I need to do to attract and keep those kinds of employees.”—Jeff Heggie, CEO, Kodiak Mountain Stone, Canada“This turned my brain upside-down—in the best way possible!”—Rachel DeVault, photographer, mother, wife, Texas“This really helps me get off my retirement rocking chair and want to do something meaningful for myself and others around me.”—Andy Macatiag, adjunct professor, Chaminade University, Hawaii1st message: “Love the e-book. Thank you for taking the leap and inspiring me. I’m just so grateful for your book! It gave me some meaningful direction.”2nd message: “Richie, I’m headed to an interview tomorrow. I’m beyond stoked and appreciate your e-book. I read it again and it got me pumped. I’ll let you know how it turns out. Thank you, sir.”3rd message: “Dude. I got the job. Thank you for your inspiration!”—Adam Buchanan, Portland, Oregon1st message: “I should NOT have read this just before going to bed last night. I felt so empowered after I read it and I had a million ideas going through my head. Amazing experience, but a little rough on the sleep department.”2nd message: “When I read the book I was stuck in a rut. After reading your book, changes came immediately. I found an internship with a major opera company, introduced myself and was hired within a week. Life is different. Your book gave me the key to a door to the world that I had been staring at my entire life, but I didn’t know how to open.”—Olivia Biddle, Adjunct Professor of Voice and Music

    In the north, they are assailed by the Ignatum Empire the Patriarch of the Collective, Mors dal Ventryx is forced to travel from his fortress in Soulreach to the front lines to personally defend from Imperial aggression. As a result, Generals Bludtyr and Grievum are largely left to their own devices and forced to reconsider their tactics against the Scourge. At the urging of the Cult, they turn the population of the Collective into weapons of war. Meanwhile, Slate has decided to split his forces to delay the Collective attack while removing a threat to his flank. He soon learns that assaulting the city of Koral may be a harder task than he originally considered. He turns to the Empire to help him weaken the Collective and protect his own people in the process. When Slate is forced to return to Bastion without his companions, he is faced with an old enemy that threatens to raze his capital city’s defenses and allow the easy invasion of the Collective army from the West. In book three of the Scourge Wars, Slate must accomplish one thing: Resist or die.

    This book is designed to give you a cultural immersion into Cuban life, and to provide you the tools and background information to truly make the most of your visit. It gives you the confidence and knowledge to break away from the tourist areas and experience the real Cuba. You want to explore the rich culture. Be transported back to a simpler time. Experience Havana’s romance and the beauty with the same carefree joy as the locals. See everything you want to see and go everywhere you want to go. The Real Havana guide shows you how to do all that and lots more. In the guide, you will learn about: ● Authentic Cuban cuisine and affordable Havana restaurants. ● Low-priced markets, shops and entertainment options. ● Maps of Havana and the suburbs – Get out of the city and EXPLORE! ● Instructions on using communal taxis particulares and all the major routes. ● Contact info and reviews of over 30 casa particular apartments in Vedado. ● Fascinating, offbeat places which are hidden from foreigners. ● Hundreds of tips on saving money while in Havana. ● How to avoid the most common tourist scams. This book is not a tourist guide. It’s not a list of restaurant reviews and attractions, like all the other guides. With this book, you will learn about the authentic, local places. Locations which are hidden to regular tourists. Naturally, these places are also very inexpensive. So, in effect, you will not only be immersed in authentic Cuban life, but you will also save money. BONUS: The last section of this book includes the Cheap Casa Particular Guide. You will find listings and reviews of over 30 apartments and rooms to rent in the Vedado neighborhood of Havana. These casas particulares have been hand selected out of the thousands available in Havana. They are not only the most affordable, but they are also among the cleanest, best maintained, and best located. The hosts are extremely hospitable and most speak multiple languages. The best part is that you get the full contact information for the casas, so you can call or email the hosts directly and book your stay without having to deal with expensive brokers or middlemen. By booking your reservation directly with the landlords, you are certain to save at least $5 to 10$ per night in brokerage fees. That alone is easily worth the purchase price of Real Havana guide. About Full Compass Guides Full Compass Guides are aimed at travelers who want to understand local customs and culture so that they can experience destinations like a local. Unlike regular tourist guides, Full Compass guides are not a list of attractions popular with tourists, and boring restaurant and hotel reviews that are obsolete the moment they are published. With our guides, you get succinct, useful information about the culture, people and geography of your destination so you have the tools and the confidence to explore on your own, experience everything that your destination has to offer, and save money. Our guides are written by experienced travelers who have intimate knowledge of both the location and the culture of the destination. They give you the exact information you need in order to make the most of your travel time.

     John Grisham has been writing dozens of novels in various series and genres for over 15 years. As a fan, it can be difficult to keep up! The Reader's Friend reference list for John Grisham is a complete list of every John Grisham title, and is designed for maximum convenience and functionality. Keeping track of your Grisham addiction had never been easier! All of the info you need, and none of the clutter you don't. We're readers just like you, and we know you don't need a lot of junk in your reference list. Our John Grisham list is designed to be clean and optimally usable: The info you need, right there where you need it. No flipping back and forth in the table of contents, no scrolling through filler. AND IT'S SO SIMPLE TO USE: Check off the books you've read with a single tap! — Just use your Kindle's built-in highlighter. Instructions are included! Get free updates regardless of how you purchased the list — We update immediately every time a new John Grisham title is released, so you'll never be out of the loop! Browse titles CHRONOLOGICALLY, BY SERIES, or BY GENRE — Whichever is most convenient for you! For a preview, just click the book cover to the left and "LOOK INSIDE!" EVERY JOHN GRISHAM TITLE IS INCLUDED: Jake Brigance (A Time to Kill) series Theodore Boone series All stand-alone mysteries and thrillers All stand-alone general fiction All short stories All non-fiction We've even included a bonus list of John Grisham's many adaptations, so that you can watch the TV series or movie when you finish a book! PLEASE NOTE: THIS IS A TITLE LIST ONLY, compiled for reference purposes to assist readers. No copyrighted material from the titles listed is included. This list is compliant with United States Copyright Office circular 34.

    Perfect to keep in scrub pockets, lab coats or white coats.

    This book not only examines content creation and the concepts behind development, but it also give readers a background on the evolution of game development and how it has become what it is today. GAME DEVELOPMENT ESSENTIALS also includes chapters on project management, development team roles and responsibilities, development cycle, marketing, maintenance, and the future of game development. With the same engaging writing style and examples that made the first two editions so popular, this new edition features all the latest games and game technology. Coverage of new game-related technology, development techniques, and the latest research in the field make this an invaluable resource for anyone entering the exciting, competitive, ever-changing world of game development.

    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.