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Operations and Management Principles for Contact Centres
Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.
Summer Promise
The first novel in the Amish Seasons series brings with it the heat of summer, the shadows of the past, and a chance for a woman to win the heart of the only man she’s ever loved—her husband. The death of Jacob Lapp, a beloved member of the Amish community and the builder of the Stonyfield Farm Stand, is difficult for all. On the day of Jacob’s funeral, his beloved daughter Miriam must deal with her grief as well as mounting apprehension, knowing that she will soon see her sister Sarah who left the Amish community to live the Englisch life several years ago. Sarah’s arrival forces Miriam to face the problems in her marriage. She has been unable to give her husband, Daniel, a child and fears he is not happy. Miriam has always suspected that Daniels’s heart truly lies with her sister, and she worries about the effect Sarah’s return will have on their already strained marriage. But when a disaster threatens the farm stand, everyone must come together, allowing new hope to grow not only for the community, but for Miriam as well....
The Immaculate Deception
When United States President Geoff Collier is confronted with the most dramatic event in history, it is immediately followed by a shocking revelation that threatens to crumble the foundation of Christianity. After vigorous debate with his advisers, Collier buys into the evidence suggesting that extraterrestrials have made contact. When he announces the momentous news, rumors quickly spread that aliens visited two thousand years ago and perpetrated an incredible deception about the life of Jesus Christ. Whispers of a hoax trigger mass confusion and are magnified by acts of terrorism. Blamed for the chaos and for making a mockery of all that Christian believers hold dear, Collier is dismayed a...
Autumn Grace
As summer turns to autumn one woman begins an unexpected journey of love, compassion, and discovery in the second Amish Seasons novel. The oldest of seven daughters, Ruth Schrock has grown up believing that her uncompromising father has never really approved of her independent nature. Though devoted to her community and her faith, she’s always found it difficult to follow the straight and narrow path of a deacon’s daughter. When Ruth is asked to teach in a nearby community, she jumps at the opportunity—feeling that God has given her a chance at a life of meaning. Ruth never could have guessed that her new path would lead to Levi Yoder. Handsome Levi is a shy and quiet man. He lives alone and seems most comfortable spending time with the injured animals he rescues and cares for. Ruth and her all-embracing love of life confuse yet captivate Levi. With her school across the road from his farm, the attraction grows—but so do the conflicts. Can these two opposites find a path they can walk together into the future?
Siwa
Siwa is a remote oasis deep in the heart of the Egyptian desert near the border with Libya. Until an asphalt road was built to the Mediterranean coast in the 1980s, its only links to the outside world were by arduous camel tracks. As a result of this isolation, Siwa developed a unique culture manifested in its crafts of basketry, pottery, and embroidery and in its styles of costume and silverwork. The most visible and celebrated example of this was the silver jewelery that was worn by women in abundance at weddings and other ceremonies. Based on conversations with women and men in the oasis and with reference to old texts, this book describes the jewelery and costume at this highpoint of Siw...
Ottoman Embroidery
This book is a celebration of the extensive collection of Ottoman embroidery at the V and A which ranges from the middle of the 16th century to 1900. In addition to illustrating over 100 major pieces, an introductory text puts the collection in context, explaining who the Ottomans were and their impact on Europe. The embroideries themselves include pieces such as sashes, kerchiefs and scarves which were made to satisfy the requirements of the Ottoman household and are strongly redolent of an exotic way of life. The embroideries can be divided into pre- and post-1720, when the Ottomans made peace with Central and Western Europe, and incorporated many aspects of Western art into their textile ...
Meat Planet
In 2013, a Dutch scientist unveiled the world’s first laboratory-created hamburger. Since then, the idea of producing meat, not from live animals but from carefully cultured tissues, has spread like wildfire through the media. Meanwhile, cultured meat researchers race against population growth and climate change in an effort to make sustainable protein. Meat Planet explores the quest to generate meat in the lab—a substance sometimes called “cultured meat”—and asks what it means to imagine that this is the future of food. Neither an advocate nor a critic of cultured meat, Benjamin Aldes Wurgaft spent five years researching the phenomenon. In Meat Planet, he reveals how debates about...
What Is Veganism For?
Across the world, an increasing number of people are turning to veganism, changing not just their diets, but completely removing animal products from their lives. For some, this is prompted by concerns over animal ethics; for others, it’s a response to the part played by animal agriculture in the climate crisis or an attempt to improve their own health. Catherine Oliver shows why the veganism movement has become a powerful social, political and environmental force, taking an honest look at how we live and eat. She discusses the health and environmental benefits of veganism, explores the practical and social impacts of the shift to eating plants, and explains why veganism is not just a diet, but a way of life.
