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.

    In this fully revisedsixth edition, Tom Cunliffe brings together all the essentials ofmodern cruising in one volume. Subjects include an analysis of whatmakes a good skipper, the theory and practice of sailing, seamanship,navigation including chart plotters and PCs, meteorology, heavyweather, yacht stability and coping with emergencies. The Complete Yachtmasterpromotes each subject as an integral part of the whole. It guidesexamination candidates as authoritatively and reassuringly through theRYA syllabus as a sea pilot bringing a ship to harbour. Required reading for all skippers whether on board or in the classroom.'A gem, distilled from decades of experience' Yachting Monthly'Cunliffe's competence and authority radiate from the pages? thoroughly recommended' Little Ship Club'There are all too few authors who not only know their subject but can write well about it. Tom Cunliffe is one' Cruising

    

    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.

    Business Analyst’s Mentor Book includes tips and best practices in a broad range of topics like:- business analysis skills - requirements gathering and documentation - scope management - change request management - conflict management - use cases- UML - agile and waterfall methodologies - user interface design - usability testing - software testing - automation tools Real-life examples are provided to help readers apply these best practices in their own IT organizations.The book answers the most frequent questions of business analysts regarding software requirements management.

    In this first book of the Sales Blueprints series, Jacco Van Der Kooij and Fernando Pizarro break down the science of sales into its basic elements. Unlike any book before it, The SaaS Sales Method exposes the math the underpins each stage in revenue production, from marketing, to sales, to customer success, and infers how revenue leaders should structure their processes, organizations, and training in each. By linking all three functions, The SaaS Sales Method provides a framework for the modern revenue leader to understand and improve their entire system, shifting from what the authors call a superstar culture to a science culture in the process. While subsequent books in the series go into depth on the specifics of each revenue function and the skills needed to succeed in each, The SaaS Sales Method is the glue that holds the entire approach together.

    

    What makes Bitcoin so special? What sets Bitcoin apart from every other monetary asset that preceded it? What is a monetary asset in the first place? What is money? What is inflation? Who benefits from it? What is scarcity? Is Bitcoin's mining process wasteful? Is Bitcoin a religion or a rejection of religious beliefs? All of this and more, inside.

    Yet, not many people understand how payment systems in the US work. Those that do "get it" are unlocking multi-billion dollar opportunities. If you've ever wondered what happens when you actually swipe/dip/tap your credit card or debit card then The Anatomy of the Swipe breaks down the details in the simplest manner possible. Here are some questions answered within these pages:How does money move from my credit card to my favorite coffee shop? How can I build a neo-bank? How can I build my own debit or credit card? How can I accept card based payments? The Anatomy of the Swipe speaks to software developers and entrepreneurs who are looking at implementing card-based payments for the first time, merchants who want to be able to accept payments for a website or store, or those who want to issue their own debit/credit card. This book walks beginners through modern innovations created because of card-based payments, as well as the motivations and revenue models of each party in the payments ecosystem.

    That's what happens to many bloggers. They work hard and create great content, but there's no way their blog will succeed. Why? Because they failed to research their blog topic ahead of time. In "How to Find a Profitable Blog Topic Idea" you'll learn a proven formula for locating a winning idea that merges YOUR personal passion with something that will actually make money. Start Your Blogging Journey... Finding a great niche is one of the first steps you'll take as a blogger. That's why it's important to get it right. Everything you do online depends on locating a topic that actually has profit potential. Fortunately, it's not hard to research a blog niche. Really, it's a simple process that anyone can do - even if you don't have computer experience. Follow the Six-Step Plan for Starting a Blog "How to Find a Profitable Blog Topic Idea" provides a step-by-step strategy that can be applied TODAY. Here's what's covered: Learn the 3 B's of Demonstrating Authority Complete the Four-Step Plan for Identifying Your Passion Use Four Tools to Find a "Hook" for Your Blog Follow the Seven-Step Plan to Determine the Profit Potential of ANY Market Ask Five Simple Questions to Finalize Your Blog Decision Learn How to Make LOTS of Mistakes and Still Succeed as a Blogger It's not hard to find a great blog idea. Just follow this blueprint and you can do it today. Would You Like To Know More? Download now and locate that perfect blog idea.

    Mastering this art will not only make you the most desired developer in the market, but it will transform the craziest deadline into "Consider it done, Sir".

    

    ―Jacob Boudreau CTO of Stord | Forbes 30 Under 30 Joel's book and show provide incredible insights for young startup developers and fellow CTOs alike. Joel offers a human perspective and real practical advice on the challenges and opportunities facing every Modern CTO. ― Christian Saucier | Entrepreneur and P2P Systems Architect I've really come to respect what Joel is doing in the community. His podcast and book are filling a much needed hole and I'm excited to see what else the future has in store. ― Don Pawlowski Chief Technology Officer at University Tees Modern CTO Everything you need to know to be a Modern CTO. Developers are not CTOs, but developers can learn how to be CTOs. In Modern CTO, Joel Beasley provides readers with an in-depth road map on how to successfully navigate the unexplored and jagged transition between these two roles. Drawing from personal experience, Joel gives a refreshing take on the challenges, lessons, and things to avoid on this journey.Readers will learn how Modern CTOs: Manage deadlines Speak up Know when to abandon ship and build a better one Deal with poor code Avoid getting lost in the product and know what UX mistakes to watch out for Manage people and create momentum … plus much more Modern CTO is the ultimate book when making the leap from developer to CTO. Update: Kindle Formatting issues resolved 5/13/18. Thank you for the feedback.

    Included a lot I hadn't heard of before."If you want to make extra money in your free time without getting scammed and without spending a dime, this book is for you. It lists 420 websites that you can use for free to earn some extra cash (although there are some sites in the list that can be used to make a living with). It has an option for almost anyone out there who needs and wants to make extra cash easily and quickly.Don't get this book if you don't want extra money!

    However, databases can be complex. That's why you need the expert guidance in this comprehensive reference. Access 2013 Bible helps you gain a solid understanding of database purpose, construction, and application so that whether you're new to Access or looking to upgrade to the 2013 version, this well-rounded resource provides you with a thorough look at everything Access can do.Explains how to create tables, manipulate datasheets, and work with multiple tables Teaches you how to apply the seven-step design method to build databases that are tailored to your needs Covers building forms with wizards, creating bound and unbound forms, and adding data validation Shows you ways to automate query parameters, create functions and subroutines, and add programmed error routines Features a bonus website with content that contains all source code from the book as well as bonus shareware, freeware, trial, demo, and evaluation programs If you are looking for a comprehensive book on all things Access, look no further than Access 2013 Bible.