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Gower Handbook of Call and Contact Centre Management
Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
These Human Shores Volume 1
The series of anthologies: These Human Shores, of which this book is the first, will explore the nature of life from birth to death. The theme of this book was chosen by our founder, Ron Wiseman. As editor of These Human Shores, he has creatively and wisely chosen poems that will not only celebrate life, but will reawaken the feelings we all have about the wonder and splendor of living. The fountains of words that are displayed upon these pages speak from the lives of brilliant poets from all over the world. From wise words to enchanting tales and funny stories of babyhood, through the vast array of stories and anecdotes of toddlerhood, this book describes the beginning of life from many perspectives, then it becomes much more reflective as we bring you the greatest treasures of life: "Memories through sessions of sweet silent thought". We laugh, we cry, we smile, we sigh and most of all we affirm life itself. This is life, this is poetry, this is love.
Humans, Nature, and Birds
This book invites readers to enter a two-floor virtual "gallery” where 60-plus images of birds reflecting the accomplishments of human pictorial history are on display. These are works in a genre the authors term Science Art--that is, art that says something about the natural world and how it works. Darryl Wheye and Donald Kennedy show how these works of art can advance our understanding of the ways nature has been perceived over time, its current vulnerability, and our responsibility to preserve its wealth. Each room in the gallery is dedicated to a single topic. The rooms on the first floor show birds as icons, birds as resources, birds as teaching tools, and more. On the second floor, t...
The Adelphean
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America's Best Kitchens®
America's Best Kitchens® has compiled more than 5,000 real family recipes, perfected over generations in real kitchens across America to share with your family. We created this Book containing over 500 recipes from a submission over 2 million recipes collected over 4 years from real people.
The White Carnation
“There have been strange rumours about this house. Although it was in a state of ruin, lights were seen in the windows every Christmas Eve: music was heard: voices and laughter...” The first production in sixty years of R. C. Sherriff's supernatural drama. Christmas Eve, 1951. As Britain rebuilds itself after the war, John Greenwood has it all – a successful business, a beautiful house and an aristocratic wife. But as he bids farewell to the guests leaving his annual Christmas party, a gust of wind slams the front door shut, starting a chain of events that makes him doubt everything he has ever known... From the writer of one of the 20th century's most acclaimed plays, Journey’s End, The White Carnation is a ghostly tale of one man’s chance to do things differently.
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Appleton's Magazine
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