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

Here is the first book that helps you interpret y... more

Here is the first book that helps you interpret your childrens behavior by letting you know what they are thinkingDr. Lynn Weiss, a nationally recognized expert on child development, has created a unique new book for parents. It explains why babies, toddlers, and preschoolers behave the way they do: Why does your baby fuss, cry, and squirm when you try to hold him? Why does your toddler act self-centered? Why does your child misbehave? Why does your child constantly test the boundaries of parental control?... less

CHANGE YOUR LIFE!Born in a barn, raised in a ghet... more

CHANGE YOUR LIFE!Born in a barn, raised in a ghetto, a common laborer by trade, he spoke in obscurity, yet what did Jesus of Nazareth do to become the most quoted person in history? What would we learn if we were to evaluate Jesus communication style in the 21st Century? Talk Like Jesus explores the techniques of the Master Communicator through the eyes of a media expert. Jesus communication patterns are introduced with the S.I.M.P.L.E. method, which is based on six steps: Stories Interaction Multi-Track Communication Preparation Love Execution With careful analysis, historical reference, humorous storytelling and even sci-fi analogies, this book challenges the reader with new communication paradigms and practical suggestions. Whether youre a high-profile CEO, salesperson, manager, teacher, parent or pastor, these time-tested methods will inspire you to improve your professional and personal communication skills by learning how to Talk Like Jesus.... less

Do You Need to Speak Like a Pro? (And Still Do Yo... more

Do You Need to Speak Like a Pro? (And Still Do Your Real Job?)Here is your guide to good speaking. No nonsense, no theoryjust the facts you need to know to speak with enthusiasm and confidence.Imagine how confident youll feel when you: Lose your nervousness Get ready to speak faster & better Feel totally prepared Capture & hold audience attention Speak extemporaneously no more tedious memorizing Quit giving boring presentations Love (okay, like) to get up in front of peopleUse this book every time you make a speech or give a presentation. Your audience will be glad you did.... less

Numerous books have been written about the legend... more

Numerous books have been written about the legendary Mahatma Gandhi, the man who freed India, but nothing about the woman who shared his successes and failures.Known simply as Ba Mother, to millions of people in India, she is truly the forgotten woman, whom history has side-lined. The woman who shared Gandhis loves, his sorrows, his triumphs and his tragedies. She was the one who stood by his side, even being imprisoned with him on several occasions. She overcame many obstacles as she gave up a life of wealth for one of utter poverty.Other Gandhi biographers have written about the legend. This is the story of the human being. The husband, the father, the man, as seen through the eyes of his wife and his grandson.... less

Jack Canfield and Mark Victor Hansen have inspire... more

Jack Canfield and Mark Victor Hansen have inspired millions with their timeless tales of everyday life. Now they team with noted womens issues experts Dorothy K. Breininger, Debby S. Bitticks and Lynn Benson for this new book series in the Chicken Soup line.Life Lessons for Busy Moms has the realistic, doable, and time-efficient tips that can transform your life. Moms who have been there will share how their quests were not focused on perfection, but on organization and ways to create the balance we all yearn for. Find out their secrets and learn how to nurture yourself which in turn nurtures the family. You will also learn how to keep an organized home and get the kids involved in chores, while bonding with them.... less