This book discusses such call-center topics as e-commerce, ER in the call center, and managing workplace conflict and technical support staff. The fourth edition is expanded and includes the training imperative, self-service, and first call resolution. It also has updated statistics and expanded references.
This text looks at how call centre agents can match the improvements in technology. It looks at how talk covering technical information and training, software and hardware, and new systems overshadows the people who make and take the calls.
This book re-presents voices of resistance from across the globe to document the communicative processes, practices, and frameworks through which neoliberal global policies are currently being defied. Based on examples, case studies, and ethnographic reports, Voices of Resistance serves as a space for engaging various perspectives from the global ......
Visualizing Jewish Narrative aims to examine the entire universe of comics and graphic novels from a "Jewish" perspective. The contributors explore the involvement of Jewish writers and artists and the presence of Jewish motifs in many different comic visual media. They come from different academic disciplines, adopt varying methodologies, and ......
The Election and Administration of Governor L. Douglas Wilder
In Virginia's Native Son, the election of L. Douglas Wilder in Virginia represents the first and only time an African-American has been elected Governor in the United States history. The book hits on five main points of his election and administration (an analysis of the campaign victory, the media's response to the campaign, the racism involved ......
This collection of speeches delivered in 1987 presents the widely diverging opinions of four influential men: an eminent politician, a professional soldier, a government consultant, and a distinguished scholar. The first contributor, Senator George S. McGovern, ran as the Democratic candidate for president in 1972 on a platform that called for the ......
Transformaciones del Sujeto Femenino en la Narrativa Espanola Contemporanea
Through the analysis of six Spanish novels, one for each decade from the 1940s through the 1990s, Rodriguez proposes a new concept of the novel of feminine development and emphasizes the importance of the voicing of women's sentiments, passions, desires, and opinions that have not been expressed before in the literature of Spain. The study begins ......
In 1998 only 35 per cent of applications to veterinary schools resulted in acceptance. This annually updated volume provides a general overview of the application process, including detailed information on the Veterinary Medical Applications Service and residency requirements.
Fully up-to-date and packed with useful tips and helpful insights, this publication provides a comprehensive overview of the admission process for the national and international veterinary schools that are members of the Association of American Veterinary Medical Colleges (AAVMC). As the official guide to getting into vet school, it provides ......
