Tips on making your call center a genuine profit centerIn 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 cen...

Written by eminent sociologists, this book introduces and assesses some of the most influential, recent sociological theories. Each chapter explains the theory and describes a related program of empirical research. Chapters are authored by the actual founders (and/or leading exponents) of these theoretical programs; many chapters contain a description of the inception, growth, and present status of the theoretical program. The book covers a broad range of sociological concerns, from the in...

On 7 December 2003 Daniel Morcombe disappeared on the Sunshine Coast, while waiting for a bus. For Bruce and Denise Morcombe - the parents of Daniel - and his brothers, Bradley and Dean, it was apparent within hours that something was very wrong. In the first few days following Daniel's disappearance, Bruce and Denise made a promise to their son that they would never ever stop looking for him, and bring who was responsible to justice.'We will never give up.' As the nightmare of hou...

The long-anticipated, stunning new novel by esteemed author Leanne Betasamosake Simpson, whose last novel, Noopiming, was a Canadian bestseller and shortlisted for the Governor General’s Literary Award for Fiction and the Dublin Literary Award.An Impossible Blue is told over the course of six months from the points of view of several different characters, each of whom is navigating their way through grief over the death of Akiwenzii—a central pers...

Much of what is said about yoga is misleading. To take two examples, it is neither five thousand years old, as is commonly claimed, nor does it mean union, at least not exclusively. In perhaps the most famous text-The Yoga Sutras of Patanjali-the aim is separation, isolating consciousness from everything else. And the earliest evidence of practice dates back about twenty-five hundred years. Yoga may well be older, but no one can prove it. Scholars have learned a lot more about the history ...

In 2003, Methodists celebrated the 300th anniversary of the birth of their founder, John Wesley. Today, there are more than 300 Methodist denominations in 140 nations. Covering the activities of this group that plays an important role in the ecumenical movement through its many social and charitable activities in world affairs, this book offers more than 400 entries that describe important events, doctrines, and the church founders, leaders, and other prominent figures who have made notabl...

The stunning wildlife along the Blue Ridge Parkway attracts more than 14 million annual visitors from near and far for viewing and photographing opportunities. This information-packed, pocket-size field guide features more than 200 species of mammals, birds, insects, fish, wildflowers, mushrooms and more in a convenient, portable package. Including full-color photos and easy-to-understand descriptions, species are arranged by family to aid in quick identification. This book also includes e...

How is The Colour Code different to other books on colour? Well, the short answer is that it is a whole lot more fun - not least because it is extensively illustrated. We don't just get a story about Mummy Brown (the pigment made from Egyptian mummies), we see a painting created with pigments from the remains of French kings. We are reminded of the blue/gold dress that swept Twitter, view paintings by Mondrian (red ones sell for higher prices) and Van Eyck (he invented an enduring...

If you’re a blue-collar worker, you already know the truth no one talks about: The job doesn’t just beat up your body. It pounds your nerves. It hijacks your thoughts. And it follows you home. Bills. Deadlines. Bosses breathing down your neck. Co-workers who test your patience. A brain that won’t shut off at 2 a.m. And most “mindfulness” books? They’re written for people who sip green juice, sit on cushions, and have the luxury of “finding themselves.” This book is not that. Mindfulness fo...

This book features one of the author's favorite birds; the Great Blue Heron. All photos, unless otherwise noted, were taken by the author. He hopes you enjoy this intimate look into the life of a truly magnificent bird. Most of these photos were taken by him in the beautiful Hocking Hills area of southeastern Ohio.

The outcomes of campaigns in the Civil War often depended on top generals having the right corps commanders in the right place at the right time. Mutual trust and respect between generals and their corps commanders, though vital to military success, was all too rare: Corps commanders were often forced to exercise considerable discretion in the execution of orders from their generals, and bitter public arguments over commanders' performances in battle followed hard on the heels of many majo...

This field guide dedicated to wildflowers of the Blue Ridge Parkway is an information-packed, pocket-sized book that introduces park visitors to the vibrant wildflower habitats along the Blue Ridge Parkway in a colorful and portable package. Including full-color photos and easy-to-understand descriptions, the wildflowers are arranged by color and family to aid in quick identification. With full cooperation from the park association, this book will appeal to the 16 million visitors who trav...