Found 13119 Contact Books Products.
The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.
The violent forms of child abuse that make headlines are not the only ones that leave lifelong scars. A child who grows up in an unstable environment where empathy, clear boundaries and trust are lacking, can end up living a ravaged adulthood. Children can be crippled by mixed messages, family secrets and reversed parent-child roles. Many victims of these practices are not even sure their childhood was abusive. This balanced, practical guide delineates traits of abusive families. Narrative vignettes in each section illustrate and personalize critical issues. Most valuable is the step-by-step self-help program that includes exercises and journal work for recovery.
This classic of contemporary science writing by a Nobel Prize-winning physicist explains to general readers what happened when the universe began, and how we know.
This comprehensive certification solution not only provides thorough preparation for CompTIA's A+ 2009 certification but also provides you with real-world instruction on everything you need to know to support and troubleshoot computer hardware and software. Updated to include the most current technologies, with a new chapter on securing your PC and small network, CompTIA A+ 2009 In Depth takes you from the just-a-user level to the I-can-fix-this level on all PC hardware and software matters. Coverage is balanced. While focusing on new hardware and software, the text also covers the real work of PC repair, where some older technology remains in widespread use and still needs support. This new edition also has increased focus on Windows Vista and XP, organized by function (such as installing, maintaining, optimizing, and fixing). All the content that relates to CompTIA's A+ 2009 Essentials 220-701 and Practical Application 220-702 certification exams is highlighted with an A+ icon that denotes the exam name and the objective number that the content refers to. In addition, this revised version includes substantial content updates for currency, in order to keep pace with the latest technology, both hardware and software. CompTIA A+ 2009 In Depth is a text you'll be sure to refer to again and again, long after you've passed the exam. Inside the Book: Content Overviews (Click to download PDFs) CompTIA A+ 220-701 Essentials Exam, 2009 Edition: Examination Objectives Mapped to Chapters CompTIA A+ 220-702 Practical Application Exam, 2009 Edition: Examination Objectives Mapped to Chapters Glossary
What gets in the way of serenity? For most people, the answer is life--those everyday distractions, obligations, and frustrations that cause chaos and clutter. In her new week- by-week guidebook, best-selling self-help author Melody Beattie brings new hope to individuals longing to lead a more serene life. Organized as weekly collections of stories, meditations, and suggestions, 52 Weeks of Conscious Contact addresses key self-care issues, including how to nurture inner peace, when to reach out to others, how to carry through on good intentions, where to make time for fun, and how to cultivate a deeper prayer life. Beattie's thoughtful prose and practical advice provide new opportunities for reflection, affirmation, and change.
Who are the ancient astronauts? Why did they first come to Earth? Why are they returning now? What part did they play in building the great monuments of antiquity? What part did they play in the formation of present and earlier civilizations? With what other beings do we share our universe? And where does the Earth fit into the cosmic scheme of things? Almost twenty years of experimental work with telepathy led to the "breakthrough" contact recorded in this book. The Ra Material is an account not only of the events leading up to this contact, but of over 200 pages of verbatim transcripts of each and every conversation!
In 1528, a mission set out from Spain to colonize Florida. But the expedition went horribly wrong: Delayed by a hurricane, knocked off course by a colossal error of navigation, and ultimately doomed by a disastrous decision to separate the men from their ships, the mission quickly became a desperate journey of survival. Of the four hundred men who had embarked on the voyage, only four survived-three Spaniards and an African slave. This tiny band endured a horrific march through Florida, a harrowing raft passage across the Louisiana coast, and years of enslavement in the American Southwest. They journeyed for almost ten years in search of the Pacific Ocean that would guide them home, and they were forever changed by their experience. The men lived with a variety of nomadic Indians and learned several indigenous languages. They saw lands, peoples, plants, and animals that no outsider had ever before seen. In this enthralling tale of four castaways wandering in an unknown land, Andrés Reséndez brings to life the vast, dynamic world of North America just a few years before European settlers would transform it forever.
This book seeks to step outside the simple stories of Indian/white relations--stories of conquest and assimilation and stories of cultural persistence. It is, instead, about a search for accommodation and common meaning. It tells how Europeans and Indians met, regarding each other as alien, as virtually nonhuman, and how between 1650 and 1815 they constructed a common, mutually comprehensible world in the region around the Great Lakes that the French called the "Pays d'en haut". Here the older worlds of the Algonquins and various Europeans overlapped, and their mixture created new systems of meaning and of exchange. Finally, the book tells of the breakdown of accommodation and common meanings and the recreation of the Indians as alien and exotic. The process of accommodation described in this book takes place in a middle ground, a place in between cultures and peoples, and in between empires and non-state villages. On the middle ground people try to persuade others who are different than themselves by appealing to what they perceive to be the values and practices of those others. From the creative misunderstandings that result, there arise shared meanings and new practices.
A summarized case version of the best-selling title for this course, BUSINESS LAW, ALTERNATE EDITION offers a comprehensive, authoritative, and student friendly delivery of classic black letter law blended with cutting-edge coverage of contemporary issues and cases. A successful combination of undergraduate-oriented pedagogy with traditional law school-like content makes the law accessible, interesting, and relevant for readers. The cases, content, and features of the exciting new eleventh edition have been meticulously and thoroughly updated, representing the latest developments. Ethical, global, and e-commerce themes are integrated throughout, and numerous critical-thinking exercises challenge students to apply what they've learned to real-world issues. The text also offers an unmatched range of support materials--including innovative online teaching and learning resources.
'Man was born free, and he is everywhere in chains' - these are the famous opening words of a treatise that has not ceased to stir vigorous debate since its first publication in 1762. Rejecting the view that anyone has a natural right to wield authority over others, Rousseau argues instead for a pact, or 'social contract', that should exist between all the citizens of a state and that should be the source of sovereign power. From this fundamental premise, he goes on to consider issues of liberty and law, freedom and justice, arriving at a view of society that has seemed to some a blueprint for totalitarianism, to others a declaration of democratic principles.
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