Designed to provide new professional callcenter managers with a methodology for managing their callcenter in an easily understood, step by step manner.
The management and design of the modern call center isbecoming increasingly complicated due to such technological changes as thegrowth of the Internet, rising customer expectations, and re-engineeringinitiatives, including call routing and staffing strategies. How call center analysts, managers, and consultants react tothese changes determines ......
Cinematic Adaptations Of Colonial Literature In Mexico And Brazil
The years 1992 and 2000 marked the 500-year anniversary of the arrival of the Spanish and the Portuguese in America and prompted an explosion of rewritings and cinematic renditions of texts and figures from colonial Latin America. Cannibalizing the Colony analyzes a crucial way that Latin American historical films have grappled with the legacy of ......
Clarence "Cap" Cornish was an Indiana pilot whose life spanned all but five years of the Century of Flight. Born in Canada in 1898, Cornish grew up in Fort Wayne, Indiana. He began flying at the age of nineteen, piloting a "Jenny" aircraft during World War I, and continued to fly for the next seventy-eight years. In 1995, at the age of ......
The relationship between Jews and the United States is necessarily complex: Jews have been instrumental in shaping American culture and, of course, Jewish culture and religion have likewise been profoundly recast in the United States, especially in the period following World War II. A major focus of this work is to consider the Jewish role in ......
Written by authorities on the call center industry, Cases in Call Center Management bringsto light the strategic importance of call centers in today's business world.While large corporations have explicit call centers, due tochanging attitudes toward customer service, small organizations also have call centers, evenif they do not designate a part ......
Cats and Conservationists is the first multidisciplinary analysis of the heated debate about free-roaming cats. The debate pits conservationists against cat lovers, who disagree both on the ecological damage caused by the cats and the best way to manage them. An impassioned and spirited conflict, it also sheds light on larger questions about how ......
Operatic Culture and Nation Building in Nineteenth-Century Central Europe
Grand palaces of culture, opera theaters marked the center of European cities like the cathedrals of the Middle Ages. As opera cast its spell, almost every European city and society aspired to have its own opera house, and dozens of new theaters were constructed in the course of the "long" nineteenth century. At the time of the French Revolution ......
Miguel de Cervantes's Novelas ejemplares, a collection of short stories in the tradition of Boccaccio, has a solid foundation in the history of Golden Age Spain. Joseph V Ricapito studies Cervantes's work from the point of view of "novelized history" or "history novelized." In line with current New Historical thought, he argues that literary ......
