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Yearbook of Experts, Authorities and Spoke
"The purpose of the Yearbook of Experts is to provide bona fide interview sources to working members of the news media"--Page 2
Lay Your Cards on the Table
The oddity of words, the parables in daily situations, and the metaphors that always seem to fit until one thread is broken, bring a simplicity to human existence that stabilizes the most harried executive, educator, engineer, and everyone from A to Z. Daily groundings can offer a new light for the halogen-blinded mind, leading to better thinking. Author Rosanne D'Ausilio provides a variety of unique, pithy, and just plain outrageous bits of out of the ordinary observation. Lay Your Cards on the Table provides the perfect prescription for otherwise tenuous times.
How to Kick Your Customer Service Up a Notch
Rosanne Daâ'¬Ausilio, Ph.D., is revealing the secrets aâ'¬ the secrets about stellar customer service. She knows great customer relationships begin with people, process, and technology. But Rosanne divulges the details, too aâ'¬ the insider tips you need to know to vault your customer service up a notch and give your organization the edge over the competition. Rosanne has spent her career looking at the call center industry. When she speaks, her words carry wisdom and value. Her comments are clear and practical. And you get her best 101 tips from aâ'¬Å"One Question for Your Customeraâ'¬Â to aâ'¬Å"Thinking Trapsaâ'¬Â to aâ'¬Å"Employee Accountability.aâ'¬Â If you donaâ'¬t have Rosanneaâ'¬s tips on your desk, you donaâ'¬t have top notch customer service at your company.
Wake Up Your Call Center
Annotation Fourth edition includes the Training Imperative, Self Service, Updated Statistics, and Expanded References.
Emotional Value
Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.
Change Your Business with NLP
Transform the way your business works. Neuro-Linguistic Programming (NLP) techniques can be applied to all business challenges. As a leader or manager in either the public or private sectors, whatever your industry or size of organisation, you can use NLP to improve your business by changing the mindsets of everyone you work with. When tailored for practical business application, NLP can help you to identify and deliver efficiencies, hold onto clients in the midst of increasing competition, improve morale and increase organisational performance and results. Change Your Business With NLP is the first genuinely practical guide for managers, showing how to use NLP techniques to overcome specifi...
Public Speaking Super Powers
IF PUBLIC SPEAKERS WERE SUPERHEROES, WHAT WOULD THEIR SUPERPOWERS BE? AND, COULD YOU DEVELOP THOSE SUPERPOWERS YOURSELF? Author Carma Spence asked these questions of dozens and dozens of speakers and discovered the answer was, "Yes!" Three out of every four people suffer from speech anxiety, and research suggests that people who don’t confront and overcome that fear are less successful in their careers and lives. However, people often look at successful speakers as superheroes with superpowers they, as mere mortals, could never possess. Drawing from extensive research and interviews with business and professional speakers, Public Speaking Super Powers will show you how to: How to overcome the fear of speaking Develop the skills needed to be a success on the stage, such as storytelling and humor Master techniques like a superhero speaker, such as audience engagement, and using your voice, body language and eye contact effectively and much more... There is even a bonus chapter on the business of speaking. Unleash your inner Public Speaking Superhero and communicate your message with confidence starting today!
Designing the Best Call Center for Your Business
Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f
Kiplinger's Personal Finance
The most trustworthy source of information available today on savings and investments, taxes, money management, home ownership and many other personal finance topics.
Secure the Soul
ÒIÕm not perfect,Ó Mateo confessed. ÒNobody is. But I try.Ó Secure the Soul shuttles between the life of Mateo, a born-again ex-gang member in Guatemala and the gang prevention programs that work so hard to keep him alive. Along the way, this poignantly written ethnography uncovers the Christian underpinnings of Central American security. In the streets of Guatemala CityÑamid angry lynch mobs, overcrowded prisons, and paramilitary death squadsÑmillions of dollars empower church missions, faith-based programs, and seemingly secular security projects to prevent gang violence through the practice of Christian piety. With Guatemala increasingly defined by both God and gangs, Secure the Soul details an emerging strategy of geopolitical significance: regional security by way of good Christian living.
