Written by authorities in the call center industr... more

Written by authorities in the call center industry, Cases in Call Center Management brings to light the strategic importance of call centers in todays business world. While large corporations have explicit call centers, small organizations, even if they do not designate a part of the organization as a call center, due to changing attitudes toward customer service, in practice have call centers. As interactions with customers move away from person-to-person to other interactive media options, the call center is emerging from the shadows to become a vital force for corporate marketing and communication. Cases in Call Center Management covers a gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues. The book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center. Both a practical guide and an exhaustive reference, This book is an investment in the future success of your customer service operations.... less

You may have 101 textbooks about your chosen subj... more

You may have 101 textbooks about your chosen subject, but this is the only one youll ever need on how to de-stress for your exams. Coping with stress while taking exams can be more testing than the papers themselves. De-Stress For Exams will ensure you enter that exam hall with a clear head and a calm attitude essential for tackling tests with the best possible chance of success.... less

GUY DE MAUPASSANT was a master of the short story... more

GUY DE MAUPASSANT was a master of the short story. This collection reflects his remarkable diversity, with stories that vary in theme and tone, and range from tragedy and satire to comedy and farce. With a simplicity of style that masks complex philosophy, Maupassant can illuminate an entire code of values by means of a few telling details. He exposes the brutality of war and the hypocrisy it spawns, and depicts the petty limitations, the dissimulations and the vanities inherent at different levels of society. His stories are linked by a trenchant irony and by a preoccupation with the frailty of human nature and the futility of so many lives.... less

Edward de Bono believes in freedom, but he poses ... more

Edward de Bono believes in freedom, but he poses the question: If you cannot see clearly, are you making a free choice? That question is at the heart of his new book. De Bono has devoted his life and career to getting his readersbusiness leaders, educators, and politicians among othersto understand that clarity of thinking is essential to a free society. It is not enough to simply be free from coercion. De Bono argues that there is no true freedom without the ability to see correctly the options we have. And, to see these options requires thinkingthinking of a kind that De Bono says is not the norm and which urgently needs to be emphasized and taught.The best short introduction to his work, The Free Mind uses anecdote to convey his ideas and provides numerous examples that illustrate his thesis: to be free means to understand the choices we make, and this understanding can only come through improving the way we think.... less

This book is a compilation of classic short stori... more

This book is a compilation of classic short stories by five great French writers - Guy De Maupassant, Honore De Balzac, Victor Hugo, Anatole France and Pierre Louys. Though not necessarily representative of the authors complete works, the stories have been carefully chosen to showcase their versatility and skill as storytellers. The collection covers an extraordinary range of themes, styles and settings, allowing the reader to get a glimpse of another world gone by. Yet, these stories seem timeless, and the characters in them show the same foibles, fears and hopes as people in the brave new world of the 21st century.... less

Buddha means 'enlightened person'. A Buddhist is ... more

Buddha means 'enlightened person'. A Buddhist is someone who follows the teachings of a particular enlightened person, called Gautama. Jaico's 366 Readings Series is the first comprehensive collection of the spiritual literature of the whole world presented in accessible form. It is aimed at people who wish to broaden their spiritual outlook, and also at the much larger group who have little or no attachment to a religious community, but seek spiritual wisdom.... less

Islam means 'submission to GOD'. A Muslim is some... more

Islam means 'submission to GOD'. A Muslim is someone who has submitted to god, recognizing Muhammad as a prophet of god. Jaico's 366 Readings Series is the first comprehensive collection of the spiritual literature of the whole world presented in accessible form. It is aimed at people who wish to broaden their spiritual outlook, and also at the much larger group who have little or no attachment to a religious community, but seek spiritual wisdom.... less

Tao is best translated as the 'Way'; it may also ... more

Tao is best translated as the 'Way'; it may also be understood as the first principle from which everything comes, and to which all will return. Jaico's 366 Readings Series is the first comprehensive collection of the spiritual literature of the whole world presented in accessible form. It is aimed at people who wish to broaden their spiritual outlook, and also at the much larger group who have little or no attachment to a religious community, but seek spiritual wisdom.... less

CHRISTIANITY is the religion followed by the disc... more

CHRISTIANITY is the religion followed by the disciples of Jesus Christ. It is a living tradition of faith and culture. Jaico's 366 Readings Series is the first comprehensive collection of the spiritual literature of the whole world presented in accessible form. It is aimed at people who wish to broaden their spiritual outlook, and also at the much larger group who have little or no attachment to a religious community, but seek spiritual wisdom.... less

These are just a few of the 8,000 proverbs gather... more

These are just a few of the 8,000 proverbs gathered from 300 countries and regions to create this dynamic dictionary. This book is the most comprehensive collection of international proverbs in the world. To read this book is to travel the globe, learning about wisdom, humor, and the nature of other people in this world. The proverbs are arranged alphabetically by country and an index listing 2,100 key words is also provided.... less