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.

     The highs and lows of Malcolm Turnbull's remarkable career are documented here in technicolour detail by journalist Paddy Manning. Based on countless interviews and painstaking research, it is a forensic investigation into one of Australia’s most celebrated overachievers, Turnbull's relentless energy and quest for achievement have taken him from exclusive Point Piper to Oxford University; from beating the Thatcher government in the Spycatcher trial to losing the referendum on the republic; from defending the late Kerry Packer - codenamed Goanna - in the Costigan Royal Commission to defending his own role in the failure of HIH, Australia's biggest corporate collapse. He was involved in the unravelling of the Tourang bid for Fairfax, struck it rich as co-founder of OzEmail, and fought his own hotly contested battle for Wentworth As Opposition leader he was duped by Godwin Grech's 'Utegate' fiasco; as the most tech-savvy communications minister he oversaw a nobbled NBN scheme. And now he has assumed the leadership of the Liberal Party for the second time after wrestling the prime ministership from first-term PM Tony Abbott. Will Turnbull crash and burn as he has before or has his entire tumultuous life been a rehearsal for this moment?

    As someone who beat the odds of growing up in poverty under a fear-based mentality that limits what people can achieve, Caldwell believes there's another way.Throughout the book, Caldwell weaves his personal journey into a cultural exploration about how the status quo came to be in America and casts a hopeful vision for a nation that is no longer beholden to identity politics. Trapped within the expectations and traditions of our community, family, political party, faith, race, and gender, we fail to challenge our politicians and ourselves to create real change. Now more than ever, we need to challenge preconceived notions about the two parties, public policy, and American history.From the obstacles facing urban communities today on issues such as crime, education, and social mobility, Caldwell digs beneath the statistics, showing the moments that defined his rise to success and the steps that can help more people overcome the odds--whether through policy reform or the heroic efforts of men and women who are already working to make a difference in their communities.

    Julia Gillard had plenty of warnings, but even she lasted longer than Abbott. Abbott ignored all the warnings, from beginning to end — the public ones, the private ones, from his friends, his colleagues, the media. His colleagues were not being disloyal. They did not feel they had betrayed him; they believed he had betrayed them. Their motives were honourable. They didn’t want him to fail; they wanted the government to succeed, and they wanted the Coalition re-elected. Abbott and Credlin had played it harder and rougher than anybody else to get where they wanted to be. But they proved incapable of managing their own office, much less the government. Then, when it was over, when it was crystal-clear to everyone that they had failed, when everyone else could see why they had failed, she played the gender card while he played the victim. In The Road to Ruin, prominent political commentator, author, and columnist for The Australian Niki Savva reveals the ruinous behaviour of former prime minister Tony Abbott and his chief of staff, Peta Credlin. Based on her unrivalled access to their colleagues, and devastating first-person accounts of what went on behind the scenes, Savva paints an unforgettable picture of a unique duo who wielded power ruthlessly but not well.

    The Untold Vajpayee : The Life and Times of A Poet Politician by ULLEKH NP , 9780670088782

    Drawing on personal anecdotes, meeting, off-the record conversations with Benazir Bhutto, and the emails that he exchanged with her just before her death, Amir Mir, one of Pakistan's leading investigative journalist, brings us a carefully documented reconstruction of the assassination that rocked the world.

    officials were turning the surveillance powers of the federal government -- designed to stop terrorist attacks -- against the Republican presidential team. These were the ruthless tactics of a Soviet-style police state, not a democratic republic.The Red Thread asks the simple question: Why? What is it that motivated these anti-Trump conspirators from inside and around the Obama administration and Clinton networks to depart so drastically from "politics as usual" to participate in a seditious effort to overturn an election?Finding clues in an array of sources, Diana West uses her trademark investigative skills, honed in her dazzling work, American Betrayal, to construct a fascinating series of ideological profiles of well-known but little understood anti-Trump actors, from James Comey to Christopher Steele to Nellie Ohr, and the rest of the Fusion GPS team; from John Brennan to the numerous Clintonistas still patrolling the Washington Swamp after all these years, and more.Once, we knew these officials by august titles and reputation; after The Red Thread, readers will recognize their multi-generational and inter-connecting communist and socialist pedigrees, and see them for what they really are: foot-soldiers of the Left, deployed to take down America's first "America First" and most anti-Communist president.If we just give it a pull, the "red thread" is very long and very deep.

    Arresting 10-year-olds for for stealing sweets… Nicking adults for denying the existence of Santa Claus… Investigating Kelly's ex's new girlfriend's sister's boyfriend's ex for sending her a nasty message on Facebook.These are the things the cops spend their time on (as well as fighting drunk thugs, finding toddlers dead in car crashes and cutting down men who have hanged themselves in public parks).Controversial, gripping, authoritative and, occasionally, very funny - this book takes readers where the powers-that-be don't want them to go. Forget everything you know about law and order: this is the truth.Inspector Gadget is a serving senior police officer. He has written for the New Statesman, The Daily Mail and The Daily Telegraph, and has been praised for his bravery and honesty by everyone from The Sun to The Guardian. His 'Police Inspector' online blog has received more than six million hits and was recently named one of Britain's Top 40 blogs by The Times who said that his writing is 'provocative stuff, and as an insight into life on the policing front line, it’s invaluable.'

    With her trademark unflinching honesty and humour, she discusses everything from her new role as a step parent, to eating disorders, online bullying and the struggles that the fame of Like a Queen and her blog has brought.Still a Queen will make you laugh and it will make you cry. But Constance's underlying message, about the importance of supporting each other without passing judgement, is something that we all should take to hear

     All the best,Kerry and Kurtanp.s. Kurtan wants to make it clear that although this newsletter is in book format it does not make him any of the following:Book WormBook bummerBoffinNerd alertThe lion, the witch and the book wormp.p.s If you don't buy this newsletter that's fine, but we are getting a percent of the profits to donate to the Kerry Mucklowe eating fund, so if you don't buy it I'll basically starve. Which is fine if your conscience can deal with that utter headf***.

    Molly gives us his unforgettable encounters with The Beatles, Elton John, David Bowie, The Rolling Stones, Madonna, John Farnham, Bruce Springsteen, the Bee Gees, Rod Stewart, Russell Crowe, Oasis, Beyonce and Prince. As well as the tales that surround his other loves: the Australian cricket team, the St Kilda footy club and the Melbourne Storm."I have a lot of love for the great Ian 'Molly' Meldrum" - Shane WarneNo one has lived a life like Ian 'Molly' Meldrum. And no one can tell a story like Molly.

    A moving and celebratory collection of tales that brings you close to the drama and wonder of birth.Each of the thirteen midwives in this book work in extreme locations with few resources, but armed with only courage and skill, they regularly save lives and birth babies in difficult circumstances —on an airstrip, a cattle station, a dinghy (knee-deep in water with a wary eye out for the local croc), a troop-carrier or in the face of a cyclone. These stories are a tribute to both the skill of the midwives and the courage of the mothers.  For these women, midwifery is not just a job - it’s a committed and passionate way of life.

    The nation’s major policy challenges go unaddressed, our economic future is uncertain, and political corruption is becoming normalised. We can’t understand the current predicament of our democracy without recognising the central role of Murdoch’s national media monopoly. There is no longer a level playing field in Australian politics. We won’t see another progressive government in Canberra until we deal with this cancer in our democracy. Three more things must change for Labor to be returned to office. Labor must significantly broaden its political base; demolish the entire rationale for the conservative political project now that the Liberal Party has abandoned its position on debt, deficit, and government intervention in the economy; and put forward a clear plan dealing with the challenges ahead: recurring pandemics, demographic decline, technological disruption undermining economic competitiveness and employment, the rise of China, and the continued economic and environmental devastations of climate change. All four tasks are essential. All four will require great political courage.

    Yet a spiraling descent into drug abuse and depression snuffed his flame out prematurely when he quit the pro tour at just 22. Faltered comebacks, spectacular bursts of free-surfing, and manic breakdowns followed as the surfing world watched a freakish talent self-combust. After years spent immobile and overweight on the couch, Occy eventually emerged from his cocoon, reborn and ready to tackle a whole new generation of surf stars. His celebrated comeback to win the world title in 1999 is a sporting fairytale without equal. In this no-holds barred account, Occy tells the complete, remarkable story of his spectacular rise, terrifying fall, and miraculous rebirth.

    She is always the first on the dancefloor and the very last to stop boogying. She has never tried to dress like a Parisian, never followed advice on what not to wear, and certainly has never tried to tone down her natural pinkness; she knows he is perfect just the way she is. And even when life throws Flamingo a curveball, she is always ready to embrace the unknown and jump straight in.A gorgeous little gift book of motivational sayings and hilarious axioms, Be a Flamingo is a perfect pink pick-me-up gift for a friend who needs a confidence boost, or great as an impulse self-purchase when you feel you need to start tooting your own horn a little louder. Because we could all do worse than taking a leaf out of Flamingo's book.