Call Center Management on Fast Forward PDF Download

Author: Brad Cleveland
Publisher: ICMI Inc.
ISBN: 9780965909303
Category : Business & Economics
Languages : en
Pages : 312

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Book Description
This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Author: Brad Chase
Publisher: Greenleaf Book Group
ISBN: 1626347131
Category : Business & Economics
Languages : en
Pages : 269

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Book Description
Business Success Requires Strategy First In Strategy First, Brad Chase, the mind behind some of Microsoft’s largest and most successful initiatives, explains why building robust strategies is the imperative to business success. Chase leads readers through his easy-to-use strategy model, Strategy = E x mc2, which teaches readers the art of strategy—how to build and execute winning strategies relative to the competition. To supplement the model, Chase provides 5 key tips to strategy prosperity and over 50 examples from a broad range of businesses that help the reader think about how they can use his Strategy First toolkit. The author will inspire readers to examine the effectiveness of their current strategies, using the model that has served him in his distinguished career. Chase began his Microsoft tenure in 1987, where his award-winning marketing campaign promoting Windows 95 broke numerous records and his efforts as MSN.com’s leader prompted a turnaround of the site’s success. Chase ended his tenure at Microsoft in 2002 and since then has served as an advisor and/or board member to many companies, such as GE, Brooks, Expedia, and the Boys and Girls Clubs. Chase has also shared his Strategy First approach across the nation through speeches to executives at large and small businesses, incubators, and students at topflight MBA programs and at conferences.

Author: Brad Edmondson
Publisher: Cornell University Press
ISBN: 1501759035
Category : Travel
Languages : en
Pages : 185

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Book Description
A Wild Idea shares the complete story of the difficult birth of the Adirondack Park Agency (APA). The Adirondack region of New York's rural North Country forms the nation's largest State Park, with a territory as large as Vermont. Planning experts view the APA as a triumph of sustainability that balances human activity with the preservation of wild ecosystems. The truth isn't as pretty. The story of the APA, told here for the first time, is a complex, troubled tale of political dueling and communities pushed to the brink of violence. The North Country's environmental movement started among a small group of hunters and hikers, rose on a huge wave of public concern about pollution that crested in the early 1970s, and overcame multiple obstacles to "save" the Adirondacks. Edmondson shows how the movement's leaders persuaded a powerful Governor to recruit planners, naturalists, and advisors and assign a task that had never been attempted before. The team and the politicians who supported them worked around the clock to draft two visionary land-use plans and turn them into law. But they also made mistakes, and their strict regulations were met with determined opposition from local landowners who insisted that private property is private. A Wild Idea is based on in-depth interviews with five dozen insiders who are central to the story. Their observations contain many surprising and shocking revelations. This is a rich, exciting narrative about state power and how it was imposed on rural residents. It shows how the Adirondacks were "saved," and also why that campaign sparked a passionate rebellion.

Author: Brad Goldfarb
Publisher: Fulton Books, Inc.
ISBN: 1646546563
Category : Business & Economics
Languages : en
Pages : 218

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Book Description
Retired early 2020, Brad Goldfarb was a successful financial advisor for thirty-five years. During his career, he received many requests and questions from his clients. This book is based on thirty of those actual questions where the only possible response is "You're kidding, right?" From his studies throughout his career, Brad recognized there was a common thread behind these thoughts and questions; they seemed to come from client's emotions and not necessarily rational thinking. Recognizing that these thoughts are common, Brad knew he could help investors from making mistakes that prevent them from consistently making money long term. Behavioral Economics is the Nobel prizewinning theory behind what leads investors to make emotional and irrational investment decisions. During his career, Brad has appeared on both radio and TV numerous times and lectured many audiences and financial advisors on some of the advanced analytical techniques he learned about Modern Portfolio Theory (MPT), risk measurement, and asset allocation when he earned the Certified Investment Management Analyst (CIMA) designation taught in conjunction with the prestigious Wharton Business School in Pennsylvania. He knew he could simplify this knowledge, so every investor could easily understand and apply it to their own strategy. This book was not written to offer specific advice to investors. It was not written with the idea of do-it-yourself. It was written to educate and enlighten investors to allow them to work more collaboratively with their financial advisor. Brad hopes you will use this book to gain a better understanding of asset allocation and risk so you can avoid the mistakes so many make during downturns and turmoil in the financial markets.

Author: Bradley M. Gottfried
Publisher: Savas Beatie
ISBN: 1611214807
Category : History
Languages : en
Pages : 241

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Book Description
An overview of generations of Italians in the Big Apple, weaving together numerous stories from different epochs and different backgrounds. “If you want to learn something about Italian creativity, come to New York. Here, you will find the pride of flying the Italian colors at the Fifth Avenue Columbus Day Parade, the American patriotism of those who perished at Ground Zero, the courage of firefighters and marines on the frontline of the war against terrorism, the babel of dialects at the Arthur Avenue market, portrayals of social change in the writings of Gay Talese, stories of successful business ventures on the TV shows of Maria Bartiromo and Charles Gasparino, political passion in the battles of Mario Cuomo and Rudy Giuliani, creative imagination in the works of Gaetano Pesce, Renzo Piano and Matteo Pericoli, and provocation in the attire of Lady Gaga . . . The Midtown top managers, who arrived in the past twenty years, operate in the XXI century, while on Fresh Pond Road in Ridgewood the panelle are still prepared according to the Sicilian recipes transmitted from one generation to the next.” —From the Introduction

Author: Brad Hudson
Publisher: Crown
ISBN: 0767930207
Category : Sports & Recreation
Languages : en
Pages : 290

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Book Description
Learn how to run faster, unlock your potential, and reach peak performance with training advice from a former Olympic trials marathoner and coach to Olympians like Dathan Ritzenhein. Hudson is the most innovative running coach to come along in a generation. Until now, only a handful of elite athletes have been able to benefit from his methods. Now Run Faster from the 5K to the Marathon shows all runners how to coach themselves as confidently and effectively as Brad coaches his world-class athletes. Becoming your own best coach is the ticket to running faster at any distance. First you will learn to assess your abilities. Then you’ll learn how to devise a training program specifically geared to you. Filled with easy-to-follow sample training programs for distances ranging from the 5K to the marathon and abilities ranging from novice to advanced, Run Faster is the cutting-edge guide for optimal performance. With Hudson’s guidance, you can train smarter and more effectively—and avoid injury. And you’ll soon be running faster than you ever thought possible!

Author: Brad Hams
Publisher: McGraw Hill Professional
ISBN: 0071773460
Category : Business & Economics
Languages : en
Pages : 270

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Book Description
It’s an insidious disease that is crippling companies, destroying our economy, and crushing potential. It’s infecting the very roots of business performance, and it’s spreading fast. It isn’t the recession, market volatility, scandal, or greed. It’s entitlement. And it may be killing your business. In myriad ways, entitlement has been cultivated for decades. As a result, too many employees today believe that they are entitled to a paycheck simply because they show up. Brad Hams has proven that we are not doomed to a path of entitlement and dependence. After more than 15 years working with hundreds of companies, he knows that the vast majority of employees addicted to entitlement actually want to engage, want to contribute, and feel much better about themselves when they are in an environment that requires them to do so. Now, with Ownership Thinking, Hams shares his strategy that will increase your company’s productivity, employee retention, and profitability: The Right Education: Teach employees the fundamentals of business and finance, how their company makes money, and how they add—or take away—value. The Right Measures: Identify the organization’s Key Performance Indicators and teach employees to forecast results in an environment of high visibility and accountability. The Right Incentives: Create incentive plans that are self-funding and clearly align employees’ behavior to the organization’s business and financial objectives. Your employees will learn to think and act like owners and will become active participants in the financial performance of the business. They will gain the self-esteem that is only possible through achievement and will reap rewards that are in alignment with the success of their organization. Meanwhile, you will enjoy your role more, sleep better at night, and leave a legacy that is far more inspiring and significant than you dreamed possible. Praise for Ownership Thinking “You would have to read a dozen other books to even come close to Ownership Thinking—a systematic and practical process for getting your employees to give that extra effort and brain power we know they possess.” —Verne Harnish, CEO, Gazelles; author, Mastering the Rockefeller Habits “Brad Hams tells it like it truly is: transparency creates trust; trust creates engagement; engagement creates a healthy enterprise. This thoughtful and practical book shows you how to achieve all of these things and more.” —Chip Conley, founder and executive chair, Joie de Vivre; author, Peak “Comprehensive and marvelously clear, Ownership Thinking’s techniques for creating change are focused, direct, and motivating. This is a wise book, unusually useful, and I recommend it most highly.” —Judith M. Bardwick, Ph.D., author, Danger in the Comfort Zone and The Psychological Recession “Brad Hams is one of the most persuasive and creative thinkers I know. His book is a specific guide you can (and should) implement now.” —Corey Rosen, founder, National Center for Employee Ownership “Hams is masterful at outlining the engagement practices that inspire people to care and to be deeply vested in business results.” —Jim Haudan, CEO, Root Learning; author, The Art of Engagement “Hams’ book is like a candid conversation with a wise friend. . . . A ‘must read’ for any business leader wanting to create a culture of ownership.” —Dean Schroeder, author, Ideas Are Free

Author: Brad Feld
Publisher: John Wiley & Sons
ISBN: 1119613620
Category : Business & Economics
Languages : en
Pages : 368

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Book Description
The Way Forward for Entrepreneurship Around the World We are in the midst of a startup revolution. The growth and proliferation of innovation-driven startup activity is profound, unprecedented, and global in scope. Today, it is understood that communities of support and knowledge-sharing go along with other resources. The importance of collaboration and a long-term commitment has gained wider acceptance. These principles are adopted in many startup communities throughout the world. And yet, much more work is needed. Startup activity is highly concentrated in large cities. Governments and other actors such as large corporations and universities are not collaborating with each other nor with entrepreneurs as well as they could. Too often, these actors try to control activity or impose their view from the top-down, rather than supporting an environment that is led from the bottom-up. We continue to see a disconnect between an entrepreneurial mindset and that of many actors who wish to engage with and support entrepreneurship. There are structural reasons for this, but we can overcome many of these obstacles with appropriate focus and sustained practice. No one tells this story better than Brad Feld and Ian Hathaway. The Startup Community Way: Evolving an Entrepreneurial Ecosystem explores what makes startup communities thrive and how to improve collaboration in these rapidly evolving, complex environments. The Startup Community Way is an explanatory guide for startup communities. Rooted in the theory of complex systems, this book establishes the systemic properties of entrepreneurial ecosystems and explains why their complex nature leads people to make predictable mistakes. As complex systems, value creation occurs in startup communities primarily through the interaction of the "parts" - the people, organizations, resources, and conditions involved - not the parts themselves. This continual process of bottom-up interactions unfolds naturally, producing value in novel and unexpected ways. Through these complex, emergent processes, the whole becomes greater and substantially different than what the parts alone could produce. Because of this, participants must take a fundamentally different approach than is common in much of our civic and professional lives. Participants must take a whole-system view, rather than simply trying to optimize their individual part. They must prioritize experimentation and learning over planning and execution. Complex systems are uncertain and unpredictable. They cannot be controlled, only guided and influenced. Each startup community is unique. Replication is enticing but impossible. The race to become "The Next Silicon Valley" is futile - even Silicon Valley couldn't recreate itself. This book: Offers practical advice for entrepreneurs, community builders, government officials, and other stakeholders who want to harness the power of entrepreneurship in their city Describes the core components of startup communities and entrepreneurial ecosystems, as well as an explanation of the differences between these two related, but distinct concepts Advances a new framework for effective startup community building based on the theory of complex systems and insights from systems thinking Includes contributions from leading entrepreneurial voices Is a must-have resource for entrepreneurs, venture capitalists, executives, business and community leaders, economic development authorities, policymakers, university officials, and anyone wishing to understand how startup communities work anywhere in the world

Author: Planners for Everyone
Publisher:
ISBN: 9781675895122
Category :
Languages : en
Pages : 176

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Book Description
You Just found the Perfect Birthday Gift Idea! Get a head start on staying organized with this simple, stylish, elegant 6x9 planner. It features a condensed full month view which provides lined spaces for you to record tasks, goals, or plans. The pages are ready and waiting to be filled! It is suitable for anyone and would make the perfect gift for birthdays, anniversaries or anything else. If you would like to see a sample of the notebook, click on the "Look Inside" feature. Product Details: Size: 6" X 9" 12 Months: January 2020 - December 2020 Pages: 175 Pages Of High Quality Paper Cover: Soft Cover (Matte) Time to take the stress out of your life and become more organized. Set yourself up for success to help you reach your goals and aspirations in 2020 by being well-prepared with this full year weekly planner. Grab your copy today!

Author: Brad Klontz
Publisher: John Wiley & Sons
ISBN: 1119636043
Category : Business & Economics
Languages : en
Pages : 288

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Book Description
A look at the psychological barriers to financial success and how to create a better financial future When it comes to our relationship with money, we are in the Stone Age. Despite the relentless barrage of information and warnings from financial experts, the average American is in terrible financial shape. It turns out that human beings are just not wired to do the right things around money—such as saving and not overspending. That’s why financial success is so difficult to attain. When it comes to our financial instincts, we are no more evolved than our ancestors who hunted the Woolly Mammoth 400,000 years ago. Recent findings from the field of financial psychology could help the many Americans who know what they need to do but just can’t seem to make it happen. If you fall into this category, consider Money Mammoth: Evolve Your Money Mindset and Avoid Financial Extinction. This book looks at financial well-being from a psychological and evolutionary perspective. It reveals the obstacles that prevent people from taking their first critical steps towards financial wellness. It examines how our instincts and beliefs about money influence our financial behaviors. It explores money beliefs, how they develop, and how they drive our money behaviors As the world’s leading experts in financial psychology, authors Dr. Brad Klontz, Dr. Ed Horwitz, and Dr. Ted Klontz can help you: Discover how the experience of your ancestors are impacting your finances Understand how your friends, family members, and tribe may be holding you back Overcome mental roadblocks to wealth and success Harness the power of your emotional brain to transform your relationship with money Build confidence in your ability to take control of your financial future In Money Mammoth, the authors reveal the secrets to harnessing the power of your psychology to reach your financial goals.