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Call Centers For Dummies
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Reporting Always
From the inimitable veteran New Yorker journalist Lillian Ross—a stunning collection of Ross’s iconic New Yorker pieces. A staff writer for The New Yorker since 1945, Lillian Ross is one of the few journalists who worked for both the magazine’s founding editor, Harold Ross, and its current editor, David Remnick. Ross invented the entertainment profile. She was the first person to write journalism in “scenes” as novelists do, and her profiles are full of humor and details that bring her subjects alive on the page. Her style has been studied and imitated by numerous writers. But there is only one Lillian Ross: spirited, funny, factual, and unforgettable. Reporting Always collects a w...
Hypnosis and Suggestion in the Treatment of Pain: A Clinical Guide
A clinical guide to the psychological assessment and treatment of pain using hypnosis as a therapeutic approach. The discussions, written by 13 university scholars in anesthesiology, psychiatry, and family medicine, suggest new attitudes toward hypnosis as a form of analgesia and ways to evaluate the patient with chronic pain in order to effectively implement hypnotic treatments in the cases of cancer pain, headache, dental pain, and burn pain. The final papers consider particular issues related to dealing with children and the elderly in pain. The volume is characterized by a sensitive and informed approach to hypnosis, recognizing its limitations as well as its benefits. Annotation copyright by Book News, Inc., Portland, OR
Precursors of an African Genesis Model of Helping
This work presents the theoretical dimension of three decades of research on African-derived concepts of helping, and is a companion to An Africentric Paradigm of Helping, a book that presents the application dimension to the subjects of training, substance abuse, ethnicity, workforce diversity, and time. This book is a foundation for a series of publications and events to serve the needs of practitioners, researchers, scholars and students.
Let's Get Real
This new book is a vital resource for any teacher or administrator to help students tackle issues of race, class, gender, religion, and cultural background. Authors Martha Caldwell and Oman Frame, both lifelong educators, offer a series of teaching strategies designed to encourage conversation and personal reflection, enabling students to think creatively, rather than stereotypically, about difference. Using the Transformational Inquiry model, your students will learn to explore their own identities, share stories and thoughts with their peers, learn more through reading and research, and ultimately take personal, collaborative action to affect social change in their communities. You’ll le...
The Adolescent as Decision-Maker
This book reviews current theories and research on adolescent development and their implications for education. It is organized around the theme of the adolescent as decision-maker, and covers areas of normal development that are crucial for the transition to independence. The issues raised by the thoughtful reviews will stimulate discussion and debate and will provide new perspectives on adolescence.
Origin
The number one bestseller 'Big ideas and nonstop action.' New York Times ___ Robert Langdon, Harvard professor of symbology and religious iconology, arrives at the Guggenheim Museum Bilbao to attend the unveiling of an astonishing scientific breakthrough. The evening's host is billionaire Edmond Kirsch, a futurist whose dazzling high-tech inventions and audacious predictions have made him a controversial figure around the world. But Langdon and several hundred guests are left reeling when the meticulously orchestrated evening is suddenly blown apart. There is a real danger that Kirsch's precious discovery may be lost in the ensuing chaos. With his life under threat, Langdon is forced into a ...
RM Johnson Million Dollar Series E-Book Box Set
The most beloved, thrilling, and bestselling series from RM Johnson, the Million Dollar books, now in one collection—featuring Johnson’s well-known cast of characters engaging in a tableau of backstabbing, duplicitous, vengeful behavior that only he could paint with such riveting depth. Includes: Million Dollar Divorce, Million Dollar Deception, and Million Dollar Demise
Field and Laboratory Methods in Primatology
Field and Laboratory Methods in Primatology is a manual for students and researchers studying wild primates. Technological advances allow fieldworkers to collect a wide range of data, store samples for later analysis, and collect information remotely. These methods open up opportunities to gain new insights on previously studied populations and are the means of collecting data on species that have, until now, been difficult to study. However, information on the practicalities of using such methodology in the field has largely been lacking. Here, in this indispensable reference, experienced fieldworkers provide the first comprehensive guide to the wide variety of techniques available for the study of wild primates. Covering everything from pre-trip planning to laboratory analysis of endocrine and genetic samples, packed full of tips and emphasising practicalities and ethics throughout, it is a must-have for all field primatologists and others studying free-ranging animals.
Does Education Really Help?
"The last three decades have brought disturbing news with regard to living standards and inequality in the United States. In response to these trends, a consensus formed in Washington that greater schooling and skill improvement would lead to higher wages and enhanced productivity in the workplace. Some believed that a more equal distribution of income would ensue from a more equal distribution of human capital. Others put their faith in the Information Technology revolution to re-ignite worker pay. Paradoxically, however, educational attainment and worker skills have risen as rapidly since the early 1970s as during the quarter century before; dispersion in schooling levels has plummeted more sharply, and computer investment has skyrocketed. This book analyzes the sources of these conundrums."--BOOK JACKET.
