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Call Center Outback [Secure Mobipocket/Adobe Reader 7]
by Mike Trotter
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 This book is based on research with 70 of the country's call/contact center supervisors. Trotter asked each of them to identify the 10 most frequent problems and then offer a list of actions that resulted in success as well as provide a list of actions that resulted in failure. This research is presented in as raw a form as possible. The intention is not to be judgmental regarding these solutions, but to offer a wide variety of possible solutions as reference points to the supervisor facing the ... more info>>
Category: Business
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20% |
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20% |
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31.98% |
 
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2
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Call Center Benchmarking [Secure Mobipocket/Adobe Reader 7]
by Jon Anton & David Gustin
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Focuses on the use and importance of benchmarking in the US call center industry. Defines benchmarking, then describes what areas call centers can focus on to conduct a benchmark study. Explains how call centers can conduct a benchmark study of their own and how to use internal benchmark data.
Category: Business
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31.98% |
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3
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Call Center Performance Enhancement and Simulation [Secure Mobipocket/Adobe Reader 7]
by Jon Anton & Vivek Bapat & Bill Hall
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A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e.g. Bank of America, United Parcel Service).
Category: Business
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20% |
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20% |
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31.98% |
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4
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Italian/American Short Films and Videos: A Semiotic Approach [Secure Mobipocket/Microsoft Reader/Adobe Reader 7]
by Anthony Julian Tamburri
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 This book constitutes a first look at the little-known phenomenon of the Italian/American short film. What becomes apparent is the conspicuous interest these members of the newer generation of Italian/American filmmakers exhibit vis-a-vis their ethnicity, be such films a fiction, a documentary, or a music video. Equally significant is the lens through which they see their Italian/American heritage. While the older generations concentrated more on the by now well-known thematics of immigration an... more info>>
Category: Sports/Entertainment
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5
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The New Woman in Early Twentieth-Century Chinese Fiction [Secure Mobipocket/Adobe Reader 7]
by Jin Feng
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 Jin Feng addresses both the general and the specialized audience of fiction in early-twentieth-century Chinese fiction in three ways: for scholars of the May Fourth period, Feng redresses the emphasis on the simplistic, gender-neutral representation of the new women by re-reading selected texts in the light of marginalized discourse and by an analysis of the evolving strategies of narrative deployment; for those working in the area of feminism and literary studies, Feng develops a new method of ... more info>>
Category: General Nonfiction
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The Arguments of Agriculture [Secure Mobipocket]
by Jan Wojcik
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The Arguments of Agriculture presents the major issues, questions, and conflicting opinions of influential policymakers and critics concerning the role and future of modern agriculture. The author urges the reader to weight and consider all positions and supplies a primer in the basic arguments of agriculture. Each chapter begins with a series of hypothetical cases that illustrate the range of theoretical issues discussed in the chapter. The next section analyzes the basic issues, and the sectio... more info>>
Category: Technology/Science
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7
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Comparative Cultural Studies and Latin America [Secure Mobipocket/Adobe Reader 7]
by Sophia A. McClennen & Earl E. Fitz
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The genesis of the texts in the volume is in the growing conviction of the editors that, given its vitality and excellence, Latin American literature deserves a more prominent place in comparative literature publications, curricula, and disciplinary discussions. The editors argue that there still exists, in some quarters, a lingering bias against literature written in Spanish and Portuguese and that by embracing Latin American literature more enthusiastically, comparative literature in the conte... more info>>
Category: General Nonfiction
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$17.95 |
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