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.

    Laura Fahrenthold knew that to cope with her painful loss, she needed to do it on her own terms. So she bought an RV, took her kids and their dog, and drove across the United States and Canada in search of healing and understanding. A career in journalism fills The Pink Steering Wheel Chronicles with insight and wit as Laura shares her adventures and misadventures, her deeply-layered love story, and her hilarious slice of life dispatches during her 30,152-mile road trip.

    He has no choice but to deal with it all drug free.

    Amidst the fantastic luxury, sexy celebrities, and hyped-up household politics, the nanny certainly has more to handle than diapers and bedtimes. But if you’re just looking for dirt, you won’t find it in these pages. Instead, authors Julie Swales and Stella Reid share anecdotes and insights about what happens when money, power, and fame intersect with the highly personal arena of raising children.

    It’s about the hurdles of breaking the barriers of centuries, of family circles being broken with no goodbyes, of heartbreak and estrangement, and of the transitions and adjustments to a new way of living. But it is also, and more so, a story of leaving the old and embracing the new, of walking in the blessing of freedom from bondage, and of leaving behind the fear of tomorrow. It is the story of a family living, loving, and laughing their way along the journey of life. About the Author Rebecca Borntrager Graber was born into an Amish family of ten children. She lost her mother at the tender age of ten and later taught school in the Amish parochial schools. She married Lester Graber, who was ordained as an Amish minister the second year they were married. Rebecca and Lester were shunned by the Amish church thirteen years later, after taking a bold stand against some extra-biblical Amish rules. Rebecca always enjoyed writing and was a frequently published author in Family Life, Young Companion, and Blackboard Bulletin, which were monthly magazines published by the Amish. She has conducted many women’s Bible study groups in her home, taught Bible classes at a local jail, and carried on correspondence with prisoners from a variety of jails and prisons. At present Rebecca, her husband, Lester, and their youngest daughter, Dorcas, live in Fort Worth, Texas, where they are members of Eagle Mountain International Church.

    “I smoked in my twenties. I preferred red wine to sparkling water. I ate too much milk chocolate. I liked limericks. I know all the wrong I’ve done. But also, more than any of that, I’ve always longed for children.” Yet there she was: successful, social, mostly happy, and not a mother. Knowing that her chances of becoming pregnant naturally were quickly fading, Finn decided to gamble: she—like some 85,000 other women in the U.S. each year—would attempt in vitro fertilization. Almost three years later, she’s still trying, and in the process has become an accidental pioneer (and, at times, a guinea pig) in the ever-evolving science of IVF.“The Baby Chase” is a primer for anyone contemplating or undergoing IVF. More than that, it’s a story of longing, hope—and hormones—that will appeal to all parents, present and future.Finn’s engaging and honest account sheds light on a subject that few people who undergo IFV are willing to talk about: what happens when the science doesn’t work. “Usually, it’s only the people who come out on the other side, beaming, with a baby on one hip, who speak up about IVF,” she writes. “We never hear from those IVF has failed - it’s too crushing to talk about. We don’t hear from men and women in the middle of treatment, either.... People like me.”

    The secret, though, that surrounded my parents’ unhappy life together, was divulged to me by accident . . .’ Hidden under some papers in his father’s bureau, the sixteen-year-old Derek Malcolm finds a book by the famous criminologist Edgar Lustgarten called The Judges and the Damned. Browsing through the Contents pages Derek reads, ‘Mr Justice McCardie tries Lieutenant Malcolm – page 33.’ But there is no page 33. The whole chapter has been ripped out of the book. Slowly but surely, the shocking truth emerges: that Derek’s father, shot his wife’s lover and was acquitted at a famous trial at the Old Bailey. The trial was unique in British legal history as the first case of a crime passionel, where a guilty man is set free, on the grounds of self-defence. Husband and wife lived together unhappily ever after, raising Derek in their wake. Then, in a dramatic twist, following his father’s death, Derek receives an open postcard from his Aunt Phyllis, informing him that his real father is the Italian Ambassador to London . . . By turns laconic and affectionate, Derek Malcolm has written a richly evocative memoir of a family sinking into hopeless disrepair. Derek Malcolm was chief film critic of the Guardian for thirty years and still writes for the paper. Educated at Eton and Merton College, Oxford, he became first a steeplechase rider and then an actor after leaving university. He worked as a journalist in the sixties, first in Cheltenham and then with the Guardian where he was a features sub-editor and writer, racing correspondent and finally film critic. He directed the London Film Festival for a spell in the 80s and is now President of both the International Film Critics Association and the British Federation of Film Societies. He lives with his wife Sarah Gristwood in London and Kent and has published two books – one on Robert Mitchum and another on his favourite 100 films. He is a frequent broadcaster on radio and television and a veteran of film festival juries all over the world.

    Here, Stevenson shares about the turmoil of his early life, the rejection and pain faced in his initial attempts to launch his music career, the grief experienced during his mother’s long battle with cancer, the stress and burnout of his days working as a paramedic, and how an unexpected lightning storm gave him a front-row seat to a miracle that would turn his life around. When the dark clouds roll in, Stevenson has learned to listen to that still, small voice he hears—the voice of a trustworthy God who holds on to him even during the fiercest storms.

    Are you gutsy enough to try it? Rouse your inner gypsy/rebel with this intimate introduction to van dwelling. It’s stocked with DIY tips and tricks for turning a vehicle into a home (on any budget) and emotional resources to gracefully sidestep the psychological pitfalls of such an unconventional lifestyle. With concrete advice and personal reflection from an experienced solo van dweller, this guide thoroughly covers the basics of everyday life in a van with a refreshing twist of self-empowerment and a whole lotta sass.Topics covered inside: -- vehicle selection-- DIY ideas for customizing your mobile abode-- ventilation-- parking tips-- showering and toilet needs-- safety for solos-- earning an income-- mental health as a van dweller...and much more!

    And even more than that, it's the awe-inspiring life story of Kailen Combs Taylor. Kailen lived with a perpetual sense of wonder, maintaining immutable joy and resilient hope in the midst of some of life's most barbaric trials. Narrated with heartrending candor, this harrowing love story will make you laugh, cry, and frantically turn the page, often all at once. And long after you finish the book and fall back into the hectic fray of life, you may find Kailen's message still resonates in your heart: that life can be a fairytale, even when it's a tragedy. "Bryan has written a book which proves that even in the face of impossible odds, love never fails." -Christina Rasmussen, Author of Second Firsts: Live, Laugh, and Love Again

    Lumped into the burgeoning alt-country movement, the band soon landed a major label deal and recorded an instant classic: Strangers Almanac. That's when tour manager Thomas O'Keefe met the young musician.For the next three years, Thomas was at Ryan's side: on the tour bus, in the hotels, backstage at the venues. Whiskeytown built a reputation for being, as the Detroit Free Press put it, "half band, half soap opera," and Thomas discovered that young Ryan was equal parts songwriting prodigy and drunken buffoon. Ninety percent of the time, Thomas could talk Ryan into doing the right thing. Five percent of the time, he could cover up whatever idiotic thing Ryan had done. But the final five percent? Whiskeytown was screwed.Twenty-plus years later, accounts of Ryan's legendary antics are still passed around in music circles. But only three people on the planet witnessed every Whiskeytown show from the release of Strangers Almanac to the band's eventual breakup: Ryan, fiddle player Caitlin Cary, and Thomas O'Keefe.

    In 2006 Will Elliott had his first novel the Pilo Family Circus published. It won five literary awards and great acclaim, nationally and internationally. What nobody knew was that the young author of that work of terrifying fantasy had recently recovered from a psychotic episode and been diagnosed as schizophrenic. Strange Places takes us on a journey through psychosis and out the other side, documenting the delusions, the drugs and the insights that recovery brings. A beautifully written memoir of a harrowing - and enlightening - time, from one of Australia's best young writers.

    The league’s first swashbuckling pass thrower, the mythical southpaw Southerner famous for come-from-behind drives late in the game, Stabler led the Raiders to their first Super Bowl championship in 1977. In an era dominated by gentleman quarterbacks like Roger Staubach and Bob Griese, this 1974 NFL MVP, four-time Pro-bowler, and Super Bowl champion was an iconoclast who partied as hard as he played and lived life unapologetically on his own—not the NFL’s—terms.Though Stabler’s legacy is larger-than-life, there has never before been an exclusive account of him, until now. Snake goes deep under the surface of Stabler’s persona to reveal a man who, despite his penchant for partying and debauchery, was committed to winning and being the best player he could be. From his college days playing for Bear Bryant at Alabama to his years with the Raiders under coach John Madden, his broadcasting career to his death in 2015 and the revelation that he suffered from chronic traumatic encephalopathy, known as C.T.E., Snake probes the myriad facets of Stabler’s life on and off the field to tell his complete story, and explores how his legacy and the culture and times that pivotally shaped it, continues to impact football today.

    One day… I wanted to explore the US in an RV. One day… I wanted to backpack in a foreign country. None of these things were happening because it seemed impossible to fit big adventures into a nine-to-five life. Until one day it hit me. One day was not just going to happen. I had to start taking the steps to make it happen and figure out how to fit it in. I got on the internet and searched for something to inspire me. I found the Becoming Ultra project. And thus began my journey to running a 50 mile race.

    As First Lord of the Admiralty at the start of the First World War, Churchill found himself blamed for the catastrophic military fiasco of the Dardanelles. Thrown for the first time into the political wilderness, he decided to rejoin the British Army and take his place on the Western Front.The first standalone account of this period of his life since the 1920s, Churchill in the Trenches reconstructs his six months near the Belgian town of Ypres. It reveals he how he gradually won over the troops he commanded -- the tough but traumatized 6th Battalion, Royal Scots Fusiliers. And it tells the largely unknown story of how amid mud and squalor, one of the 20th century's most memorable characters became one of its greatest leaders.Peter Apps is global defense correspondent for Reuters news. In 2006, he broke his neck in a minibus accident while covering the civil war in Sri Lanka, leaving him largely paralyzed from the shoulders down. Of the 20 or so countries he has reported from, more than half have been since the injury. He is currently on sabbatical as executive director of the Project for Study of the 21st Century (PS21) www.projects21.com.Cover design by Kerry Ellis.