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.

    It is rare to come across a first book that embraces the world--the way we see it, and the way it can be imagined--with such a wise and graceful mixture of humor, loss, intelligence, wit, self-deprecation and hope. AMERICAN LINDEN is such a first collection. The poems in this book are valuable, even necessary. They are, in the most important sense, love poems: to people, to ideas, to feelings, and to the mind itself, which--by means of language--move with honesty, wit, and distinction among the fleeting things of this world. Matthew Zapruder is a dangerous poet; his poems implicate us in demonstrations of lift-off and escape velocity while also proving the calamity of gravity--Dean Young.

    Although Kathleen Norris’s best-selling Dakota: A Spiritual Geography has brought her to the attention of many thousands of readers, she is first and last a poet.  Like Robert Frost, another poet identified with a particular landscape, she can reveal the miraculous in the ordinary, and she writes with clarity, humor, and deep sympathy for her subjects.

    a grave, attentive holding of a light” by the contest judge, the distinguished poet W. S. Merwin. The poems are set above and below the Cave Country of south central Kentucky, where McCombs lives and which is home to thousands of caves. The book is framed by two sonnet sequences, the first about a slave guide and explorer at Mammoth Cave in the mid-1800s and the second about McCombs’s experiences as a guide and park ranger there in the 1990s. Other poems deal with Mammoth Cave’s four- thousand-year human history and the thrills of crawling into tight, rarely visited passageways to see what lies beyond. Often the poems search for oblique angles into personal experience, and the caves and the landscape they create form a personal geology.

    He begins with a group of light but haunting fables, populated by figures like the King, a tiny creature in ermine who has lost his desire to rule, and by the poet’s own alter ego, who recounts the fetching mystery of the title poem: “I sat on the porch having a smoke / when out of the blue a man and a camel / happened by.” The poet has Arctic adventures and encounters with the bearded figure of Death; in his controlled tone, he creates his bold visions and shows us, like a magician, how they vanish in a blink. Gradually, his fancies give way to powerful scenes of loss, as in “The Mirror,” where the face of a beautiful woman stares past him into a place I could only imagine . . . as if just then I were steppingfrom the depths of the mirror into that white room, breathless and eager,only to discover too latethat she is not there.Man and Camel concludes with a small masterpiece of meditations crafted around the Seven Last Words of Christ. Here, this secular poet finds resonance in the bedrock of Christ’s language, the actual words that have governed so many generations of thought and belief. As always with Mark Strand, the discovery of meaning in the sound of language itself is an act of faith that enlightens us and carries us beyond the bounds of the rational.

    The poems follow an unlikely character named Miss Peach, an unpredictable, cartoonish shapeshifter, who emerges onto the page dragging the myth of the individual, various gender scripts, and the grand tradition of the poetic persona along with her. She becomes an outsider, a hero, an intruder, a rock star. The town around her, Gold River, is also always in flux—part center and part mirage. The Stranger Manual celebrates the fractious nature of self and society in poems that are fabulist, speculative, and alluring.

    Robin Robertson has written a book of remarkable cohesion and range that calls on his knowledge of folklore and myth to fuse the old ways with the new. From raw, exposed poems about the end of childhood to erotically charged lyrics about the end of desire, from a brilliant retelling of the metamorphosis and death of Actaeon to the final freeing of the waters in "Holding Proteus," these are close examinations of nature--of the bright epiphanies of passion and loss.At times sombre, at times exultant, Robertson's poems are always firmly rooted in the world we see, the life we experience: original, precise, and startlingly clear.

    

    The poet has said of himself and his work: "I am not an experimentalist or an inventor, but a derivative poet, drawing my art from the resources given by a generation of masters––Stein, Williams, Pound; back of that by the generations of poets that have likewise been dreamers of the Cosmos as Creation and Man as Creative Spirit; and by the work of contemporaries: Zukofsky, Olson, Creeley and Denise Levertov."

    Toklas had rented in the Rhone Valley, Stanzas in Meditation is one of Stein's most abstract and complex works. It is almost as if Stanzas was conceived as a mirror opposite of The Autobiography of Alice B. Toklas, penned in the same year. The latter, written in a more direct and normative language, brought Stein international acclaim and resulted in the attention she received from 1934 on, while the former remained unavailable until its publication, after her death, in 1956. To Stein readers and admirers, however, this is one of her most important works, a poetic achievement central to her canon. From John Ashbery's groundbreaking essay-review of Stanzas in 1957 to Richard Bridgman's 1970 publication, Gertrude Stein in Pieces, poets and critics have recognized the importance of this masterpiece.

    In this series, a contemporary poet advocates a poet of the past or present whom they have particularly admired. By their selection of verses and by the personal and critical reactions they express, the selectors offer intriguing insight into their own work, as well as providing an introduction to some of the most influential poets of our time.Ezra Pound was born in 1885 in Hailey, Idaho. He came to Europe in 1908 and settled in London, where he became a central figure in the literary and artistic world, befriended by Yeats and a supporter of Eliot and Joyce, among others. In 1920 he moved to Paris, and later to Rapallo in Italy. During the Second World War he made a series of propagandist broadcasts over Radio Rome, for which he was later tried in the United States and subsequently committed to a hospital for the insane. After thirteen years, he was released and returned to Italy, dying in Venice in 1972.Thom Gunn was born in 1929 and educated at Cambridge University. He had his first collection of poems, Fighting Terms, published while still an undergraduate. He moved to North California in 1954 and has lived there ever since, teaching in American Universities. His latest collection is Boss Cupid (2000).

    Mosquito blends autobiography and poetry, bearing witness to a young man’s journey through serious illness and his emergence into a world where eroticism, hope, and wisdom allow him to see life in a wholly new way. Mosquito is a resilient meditation that is as much Zen as it is explosive, as clinical as it is philosophical and lyrical.

    For I saw Fionnuala,"The Gem of the Roe," "The Flower of Sweet Strabane,"when a girl reached down into a freezer binto bring up my double scoop of vanilla.-"White Shoulders"Seamus Heaney has called his colleague Paul Muldoon "one of the era's true originals." While Muldoon's previous book, The Annals of Chile, was poetry at an extreme of wordplay and formal complexity, Hay is made up of shorter, clearer lyric poems, retaining all of Muldoon's characteristic combination of wit and profundity but appealing to the reader in new and delightful ways. His eighth book, it is also his most inviting-full of joy in language, fascination with popular culture, and enthusiasm for the writing of poetry itself. This is the first of his books to really capture the effect of America on his poetic sensibility, which is like a magnet for impressions and the miscellany of the culture.

    Now Jaguar of Sweet Laughter presents the work of a poet with the precise and wondering eye of a gifted naturalist.Ackermans's Olympian vision records and transforms landscapes from Amazonia to Antarctica, while her imaginative empathy penetrates the otherness of hummingbirds, deer, and trilobites. But even as they draw readers into the wild heart of nature, Ackerman's poems are indelible reminders of what it is to be a human being -- the "jaguar of sweet laughter" that, according to Mayan mythology, astonished the world because it was the first animal to speak.

    . . is strikingly different. Michael's poems are interior, fragmentary, and austere, often stripped down to single-word lines; they seethe with incipient violence. Matthew's are effusive, ecstatic, and all-embracing, spilling over with pop-cultural references and exuberant carnality." —The New YorkerIdentical twins Michael and Matthew Dickman once invented their own language. Now they have invented an exhilarating book of poem-plays about the fifty states. Pointed, comic, and surreal, these one-page vignettes feature unusual staging and an eclectic cast of characters—landforms, lobsters, and historical figures including Duke Ellington, Sacajawea, Judy Garland, and Kenneth Koch, the avant-garde spirit informing this book introduced by playwright John Guare."Lucky in Kansas"Judy Garland: This is always the worst partTin Man: The coming backJudy Garland: Yes, it fucking sucks, it's depressing as shitThe Lion: Well, we're lucky to still be employed at this farmStraw Man: I wouldn't call it luckyThe Lion: We were lucky to get backStraw Man: That's not really lucky either I don't think you know what lucky meansJudy Garland: It's funny what you missTin Man: The runningJudy Garland: The flyingTin Man: The flying monkeysJudy Garland: The beautiful flying monkeys above the endless emeralds the unbelievably green worldMichael Dickman and Matthew Dickman are identical twins who were born and raised in Portland, Oregon. Michael received the 2010 James Laughlin Award for his second collection Flies (Copper Canyon Press, 2011). Matthew won the prestigious APR/Honickman Award for his debut volume, All-American Poem.