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 book makes it easy From how to install and run Java to understanding classes and objects and juggling values with arrays and collections, you will get up to speed on the new features of Java 6 in no time.Discover how toUse object-oriented programmingWork with the changes in Java 6 and JDK 6Save time by reusing codeMix Java and Javascript with the new scripting toolsTroubleshoot code problems and fix bugsAll on the bonus CD-ROMCustom build of JCreator and all the code files used in the bookBonus chapters not included in the bookTrial version of Jindent, WinOne, and NetCaptor freewareSystem Requirements: For details and complete system requirements, see the CD-ROM appendix.Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

    While some fear is healthy (often viewed as a conscience that tells programmers to be careful!), the author believes that byproducts of fear include tentative, grumpy, and uncommunicative programmers who are unable to absorb constructive criticism. When programming teams buy into TDD, they immediately see positive results. They eliminate the fear involved in their jobs, and are better equipped to tackle the difficult challenges that face them. TDD eliminates tentative traits, it teaches programmers to communicate, and it encourages team members to seek out criticism However, even the author admits that grumpiness must be worked out individually! In short, the premise behind TDD is that code should be continually tested and refactored. Kent Beck teaches programmers by example, so they can painlessly and dramatically increase the quality of their work.

    With few exceptions, existing books are overly technical, only dedicate a single chapter to website vulnerabilities or don't include any real world examples. This book is different.Using publicly disclosed vulnerabilities, Web Hacking 101 explains common web vulnerabilities and will show you how to start finding vulnerabilities and collecting bounties. With over 30 examples, the book covers topics like:HTML InjectionCross site scripting (XSS)Cross site request forgery (CSRF)Open RedirectsRemote Code Execution (RCE)Application Logicand more...Each example includes a classification of the attack, a report link, the bounty paid, easy to understand description and key takeaways. After reading this book, your eyes will be opened to the wide array of vulnerabilities that exist and you'll likely never look at a website or API the same way.

    Featuring coverage of the Arduino Uno, Leonardo, and Due boards, Programming Arduino Next Steps: Going Further with Sketches shows you how to use interrupts, manage memory, program for the Internet, maximize serial communications, perform digital signal processing, and much more. All of the 75+ example sketches featured in the book are available for download.Learn advanced Arduino programming techniques, including how to:Use hardware and timer interruptsBoost performance and speed by writing time-efficient sketchesMinimize power consumption and memory usageInterface with different types of serial busses, including I2C, 1-Wire, SPI, and TTL SerialUse Arduino with USB, including the keyboard and mouse emulation features of the Leonardo and Due boardsProgram Arduino for the InternetPerform digital signal processingAccomplish more than one task at a time--without multi-threadingCreate and release your own code library

    Proceed step-by-step through five progressively more complex web applications: from a "Hello World" app all the way to a robust Newspaper app with a custom user model, complete user authentication flow, foreign key relationships, and more. Learn current best practices around class-based views, templates, urls, user authentication, testing, and deployment. The material is up-to-date with the latest versions of both Django (2.0) and Python (3.6). TABLE OF CONTENTS: * Introduction * Chapter 1: Initial Setup * Chapter 2: Hello World app * Chapter 3: Pages app * Chapter 4: Message Board app * Chapter 5: Blog app * Chapter 6: Forms * Chapter 7: User Accounts * Chapter 8: Custom User Model * Chapter 9: User Authentication * Chapter 10: Bootstrap * Chapter 11: Password Change and Reset * Chapter 12: Email * Chapter 13: Newspaper app * Chapter 14: Permissions and Authorizations * Chapter 15: Comments * Conclusion

    This book surveys the most important computer algorithms currently in use and provides a full treatment of data structures and algorithms for sorting, searching, graph processing, and string processing -- including fifty algorithms every programmer should know. In this edition, new Java implementations are written in an accessible modular programming style, where all of the code is exposed to the reader and ready to use.The algorithms in this book represent a body of knowledge developed over the last 50 years that has become indispensable, not just for professional programmers and computer science students but for any student with interests in science, mathematics, and engineering, not to mention students who use computation in the liberal arts.The companion web site, algs4.cs.princeton.edu contains An online synopsis Full Java implementations Test data Exercises and answers Dynamic visualizations Lecture slides Programming assignments with checklists Links to related material The MOOC related to this book is accessible via the "Online Course" link at algs4.cs.princeton.edu. The course offers more than 100 video lecture segments that are integrated with the text, extensive online assessments, and the large-scale discussion forums that have proven so valuable. Offered each fall and spring, this course regularly attracts tens of thousands of registrants.Robert Sedgewick and Kevin Wayne are developing a modern approach to disseminating knowledge that fully embraces technology, enabling people all around the world to discover new ways of learning and teaching. By integrating their textbook, online content, and MOOC, all at the state of the art, they have built a unique resource that greatly expands the breadth and depth of the educational experience.

    These tools help programmers build compilers and interpreters, but they also have a wider range of applications.The second edition contains completely revised tutorial sections for novice users and reference sections for advanced users. This edition is twice the size of the first and has an expanded index.The following material has been added:Each utility is explained in a chapter that covers basic usage and simple, stand-alone applications How to implement a full SQL grammar, with full sample code Major MS-DOS and Unix versions of lex and yacc are explored in depth, including AT&T lex and yacc, Berkeley yacc, Berkeley/GNU Flex, GNU Bison, MKS lex and yacc, and Abraxas PCYACC

    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.

    Every integrated software development environment in the world--open-source, standards-based, and proprietary--now supports UML and, more importantly, the model-driven approach to software development. This makes learning the newest UML standard, UML 2.0, critical for all software developers--and there isn't a better choice than this clear, step-by-step guide to learning the language."--Richard Mark Soley, Chairman and CEO, OMGIf you're like most software developers, you're building systems that are increasingly complex. Whether you're creating a desktop application or an enterprise system, complexity is the big hairy monster you must manage.The Unified Modeling Language (UML) helps you manage this complexity. Whether you're looking to use UML as a blueprint language, a sketch tool, or as a programming language, this book will give you the need-to-know information on how to apply UML to your project. While there are plenty of books available that describe UML, Learning UML 2.0 will show you how to use it. Topics covered include:Capturing your system's requirements in your model to help you ensure that your designs meet your users' needsModeling the parts of your system and their relationshipsModeling how the parts of your system work together to meet your system's requirementsModeling how your system moves into the real world, capturing how your system will be deployedEngaging and accessible, this book shows you how to use UML to craft and communicate your project's design. Russ Miles and Kim Hamilton have written a pragmatic introduction to UML based on hard-earned practice, not theory. Regardless of the software process or methodology you use, this book is the one source you need to get up and running with UML 2.0.Russ Miles is a software engineer for General Dynamics UK, where he works with Java and Distributed Systems, although his passion at the moment is Aspect Orientation and, in particular, AspectJ. Kim Hamilton is a senior software engineer at Northrop Grumman, where she's designed and implemented a variety of systems including web applications and distributed systems, with frequent detours into algorithms development.

    Master the fundamentals of C++ and object-oriented programming Understand how C++11 features help you write compact and efficient code using concepts such as lambda expressions, move constructors, and assignment operators Learn the Standard Template Library, including containers and algorithms used in most real-world C++ applications Test your knowledge and expertise using exercises at the end of every lesson Learn on your own time, at your own pace: No previous programming experience required Learn C++11, object-oriented programming, and analysis Write fast and powerful C++ programs, compile the source code with a gcc compiler, and create executable files Use the Standard Template Library's (STL) algorithms and containers to write feature-rich yet stable C++ applications Develop sophisticated programming techniques using lambda expressions, smart pointers, and move constructors Learn to expand your program's power with inheritance and polymorphism Master the features of C++ by learning from programming experts Learn C++11 features that allow you to program compact and high-performance C++ applications TABLE OF CONTENTSPART I: THE BASICS LESSON 1: Getting Started with C++11 LESSON 2: The Anatomy of a C++ Program LESSON 3: Using Variables, Declaring Constants LESSON 4: Managing Arrays and Strings LESSON 5: Working with Expressions, Statements, and Operators LESSON 6: Controlling Program Flow LESSON 7: Organizing Code with Functions LESSON 8: Pointers and References Explained PART II: FUNDAMENTALS OF OBJECT-ORIENTED C++ PROGRAMMING LESSON 9: Classes and Objects LESSON 10: Implementing Inheritance LESSON 11: Polymorphism LESSON 12: Operator Types and Operator Overloading LESSON 13: Casting Operators LESSON 14: An Introduction to Macros and Templates PART III: LEARNING THE STANDARD TEMPLATE LIBRARY (STL) LESSON 15: An Introduction to the Standard Template LibraryLESSON 16: The STL String ClassLESSON 17: STL Dynamic Array ClassesLESSON 18: STL list and forward_listLESSON 19: STL Set ClassesLESSON 20: STL Map ClassesPART IV: MORE STL LESSON 21: Understanding Function ObjectsLESSON 22: C++11 Lambda ExpressionsLESSON 23: STL AlgorithmsLESSON 24: Adaptive Containers: Stack and QueueLESSON 25: Working with Bit Flags Using STLPART V: ADVANCED C++ CONCEPTS LESSON 26: Understanding Smart PointersLESSON 27: Using Streams for Input and OutputLESSON 28: Exception HandlingLESSON 29: Going Forward APPENDIXES A: Working with Numbers: Binary and Hexadecimal B: C++ Keywords C: Operator Precedence D: Answers E: ASCII Codes

    Providing tactical wireless security implementation coverage by showing how to execute the attacks and implement the defenses, this title demonstrates how attackers identify and exploit wireless network weaknesses and covers various wireless technologies - WiFi/802.11, Bluetooth, IRDA, 3G Wireless, and more.

    'Programming The World Wide Web', written by bestselling author, Robert Sebesta, provides a comprehensive introduction to the programming tools and skills required for building and maintaining server sites on the Web.

    Multicore machines and 64-bit operating systems are now standard even for casual users, and Java itself has introduced new features to manage applications. The base JVM has kept pace with those developments and offers a very different performance profile in its current versions. By guiding you through this changing landscape, Java Performance: The Definitive Guide helps you gain the best performance from your Java applications.You’ll explore JVM features that traditionally affected performance—including the just-in-time compiler, garbage collection, and language features—before diving in to aspects of Java 7 and 8 designed for maximum performance in today's applications. You’ll learn features such as the G1 garbage collector to maximize your application’s throughput without causing it to pause, and the Java Flight Recorder, which enables you to see application performance details without the need for separate, specialized profiling tools.Whether you’re new to Java and need to understand the basics of tuning the JVM, or a seasoned developer looking to eek out that last 10% of application performance, this is the book you want.

    Thread programming enables developers to design applications that are more responsive to user demands, faster, and more easily controlled. This book offers comprehensive coverage of this vital aspect of the Java language. The book is completely up-to-date with the new thread model that is now incorporated into the most recent version of the Java Virtual Machine. All Java programmers interested in doing concurrent programming must understand these new concepts. The book approaches the topic from a design pattern point of view. It introduces and summarizes Java's concurrency support, shows readers how to initiate, control, and coordinate concurrent activities, and offers numerous recipe-like techniques for designing and implementing Java structures that solve common concurrent programming challenges. Specifically, the book presents important strategies for avoiding the inconsistencies that can crop up in multi-threaded programs, addresses the concept of liveness-how to ensure that all threads in use are kept active simultaneously, examines state-dependent action, and demonstrates effective methods for handling user requests in a multi-threaded environment.