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'Bottom-Line Call Center Management breaks new ground by addressing
key skills and techniques in assessing and implementing effective
management practices to maximize the human and capital resources at
the call center manager's disposal. Drawing on the author's unique
data sets and years of research experience in the industry,
'Bottom-Line Call Center Management' helps call center managers
evaluate their current status, implement cost-effective changes,
and measure results of their changes to ensure a culture of
accountability within the call center at all levels increasing the
bottom line. The processes include an evaluation of current
customer service representatives, defining, delimiting and
assessing the labor shed of the center, and exploring the customer
service representative's unique skills and leveraging those skills
into a unique and dynamic work environment. Likewise, the process
also determines the learning skills and competencies necessary to
meet and exceed the basic requirements for all call centers.
Furthermore, each step has a pre, in-process, and post evaluation
to ensure projects are progressing according to plan. Lastly, all
evaluations are measured against the bottom line through a return
on investment (ROI) model. The framework for this book uses the
culture of call centers, defined and lived through the customer
service representatives, as the lens to view all processes,
measurements, accountability and return on investment. This
framework is critical since there has been much emphasis on
technology-as-a-solution which treats the employees as a hindrance
instead of the enablers of positive change. Likewise, customer
service representatives eventually act as strong determinants of
success with the call center and thus the bottom line.
The examination of social memory and heritage tourism has grown
considerably over the past few decades as scholars have critically
re-examined the relationships between past memories and present
actions at international, national, and local scales.
Methodological innovation and reflection have accompanied
theoretical advances as researchers strive to understand
representations, experiences, thoughts, emotions and identities of
the various actors involved in the reproduction of social memory
and heritage landscapes. Social Memory and Heritage Tourism
Methodologies describes and demonstrates innovations - including
qualitative, quantitative, and mixed method approaches - for
analysing the process and politics of remembering and touring the
past through place. An introductory chapter looks at the history of
social memory and heritage tourism research and the particular
challenges posed by these fields of study. In subsequent chapters,
the reader is lead through the varying methodologies employed by
presenting them in the context of an in-depth case study from range
of geographical locations. The resulting volume showcases
innovative research in social memory and heritage tourism and
provides the reader with insights into how they can successfully
conduct their own research while avoiding common pitfalls. This
title will be useful reading for scholars, professionals and
students in tourism, geography, anthropology and museum studies who
are preparing to conduct research on the reproduction of social
memory in particular landscapes and places or are interested in
investigating heritage tourism practices and representations.
'Bottom-Line Call Center Management breaks new ground by addressing
key skills and techniques in assessing and implementing effective
management practices to maximize the human and capital resources at
the call center manager's disposal. Drawing on the author's unique
data sets and years of research experience in the industry,
'Bottom-Line Call Center Management' helps call center managers
evaluate their current status, implement cost-effective changes,
and measure results of their changes to ensure a culture of
accountability within the call center at all levels increasing the
bottom line. The processes include an evaluation of current
customer service representatives, defining, delimiting and
assessing the labor shed of the center, and exploring the customer
service representative's unique skills and leveraging those skills
into a unique and dynamic work environment. Likewise, the process
also determines the learning skills and competencies necessary to
meet and exceed the basic requirements for all call centers.
Furthermore, each step has a pre, in-process, and post evaluation
to ensure projects are progressing according to plan. Lastly, all
evaluations are measured against the bottom line through a return
on investment (ROI) model. The framework for this book uses the
culture of call centers, defined and lived through the customer
service representatives, as the lens to view all processes,
measurements, accountability and return on investment. This
framework is critical since there has been much emphasis on
technology-as-a-solution which treats the employees as a hindrance
instead of the enablers of positive change. Likewise, customer
service representatives eventually act as strong determinants of
success with the call center and thus the bottom line.
The goal of tissue engineering is to repair or replace tissues and
organs by delivering implanted cells, scaffolds, DNA, proteins,
and/or protein fragments at surgery. Tissue engineering merges
aspects of engineering and biology, and many rapid achievements in
this field have arisen in part from significant advances in cell
and molecular biology. Functional Tissue Engineering addresses the
key issues in repairing and replacing load-bearing structures
effectively. What are the thresholds of force, stress, and strain
that normal tissues transmit or encounter? What are the mechanical
properties of these tissues when subjected to expected in vivo
stresses and strains, as well as under failure conditions? Do
tissue engineered repairs and replacements need to exactly
duplicate the structure and function of the normal tissue or organ?
When developing these implants in culture, how do physical factors
such as mechanical stress regulate cell behavior in bioreactors as
compared to signals experienced in vivo? And finally, can tissue
engineers mechanically stimulate these implants before surgery to
produce a better repair outcome? Chapters written by well-known
researchers discuss these matters and provide guidelines and a
summary of the current state of technology. Functional Tissue
Engineering will be useful to students and researchers as it will
remind tissue engineers of the clinical importance of restoring
function to damaged tissue and structures. Further, the book
clarifies the identification of critical structural and mechanical
requirements needed for each construct. Functional Tissue
Engineering also provides an invaluable resource to help tissue
engineers incorporate these functionalcriteria into the design,
manufacture, and optimization of tissue engineered products.
Finally it serves as a reference and teaching text for the rapidly
increasing population of students and investigators in the field of
tissue engineering.
The goal of tissue engineering is to repair or replace tissues and organs by delivering implanted cells, scaffolds, DNA, proteins, and/or protein fragments at surgery. Tissue engineering merges aspects of engineering and biology, and many rapid achievements in this field have arisen in part from significant advances in cell and molecular biology. Functional Tissue Engineering addresses the key issues in repairing and replacing load-bearing structures effectively. What are the thresholds of force, stress, and strain that normal tissues transmit or encounter? What are the mechanical properties of these tissues when subjected to expected in vivo stresses and strains, as well as under failure conditions? Do tissue engineered repairs and replacements need to exactly duplicate the structure and function of the normal tissue or organ? When developing these implants in culture, how do physical factors such as mechanical stress regulate cell behavior in bioreactors as compared to signals experienced in vivo? And finally, can tissue engineers mechanically stimulate these implants before surgery to produce a better repair outcome? Chapters written by well-known researchers discuss these matters and provide guidelines and a summary of the current state of technology. Functional Tissue Engineering will be useful to students and researchers as it will remind tissue engineers of the clinical importance of restoring function to damaged tissue and structures. Further, the book clarifies the identification of critical structural and mechanical requirements needed for each construct. Functional Tissue Engineering also provides an invaluable resource to help tissue engineers incorporate these functional criteria into the design, manufacture, and optimization of tissue engineered products. Finally it serves as a reference and teaching text for the rapidly increasing population of students and investigators in the field of tissue engineering.
The examination of social memory and heritage tourism has grown
considerably over the past few decades as scholars have critically
re-examined the relationships between past memories and present
actions at international, national, and local scales.
Methodological innovation and reflection have accompanied
theoretical advances as researchers strive to understand
representations, experiences, thoughts, emotions and identities of
the various actors involved in the reproduction of social memory
and heritage landscapes. Social Memory and Heritage Tourism
Methodologies describes and demonstrates innovations - including
qualitative, quantitative, and mixed method approaches - for
analysing the process and politics of remembering and touring the
past through place. An introductory chapter looks at the history of
social memory and heritage tourism research and the particular
challenges posed by these fields of study. In subsequent chapters,
the reader is lead through the varying methodologies employed by
presenting them in the context of an in-depth case study from range
of geographical locations. The resulting volume showcases
innovative research in social memory and heritage tourism and
provides the reader with insights into how they can successfully
conduct their own research while avoiding common pitfalls. This
title will be useful reading for scholars, professionals and
students in tourism, geography, anthropology and museum studies who
are preparing to conduct research on the reproduction of social
memory in particular landscapes and places or are interested in
investigating heritage tourism practices and representations.
How does a Playboy, Cassanova, Don Juan, Player, or Playa fall in
love? Young or old, blue collar or professional, broad-shouldered
pretty boy or smooth-spoken poet, those in The Brotherhood of
Philanders have a common creed: One woman is never enough These men
find monogamy confining and impractical, a foolish forfeiture of
the adrenaline rush and ego boost that come from being the object
of many women's desire. So the question still remains; How does a
Playa fall in love? What woman has enough charisma to change a
Playa to an honest one-woman man. This is the question that haunts
Eric Jones mind, emotions, and heart. Through betrayal, lies,
deceptions, manipulation, and the need to always be in
control...will he break the Player Protocol and be with one woman
and fall in love? or keep playing the game that he has played all
his life?
Remembering Enslavement explores plantation museums as sites for
contesting and reforming public interpretations of slavery in the
American South. Emerging out of a three-year National Science
Foundation grant (2014-17), the book turns a critical eye toward
the growing inclusion of the formerly enslaved within these
museums, specifically examining advances but also continuing
inequalities in how they narrate and memorialize the formerly
enslaved. Using assemblage theory as a framework, Remembering
Enslavement offers an innovative approach for studying heritage
sites, retelling and remapping the ways that slavery and the
enslaved are included in southern plantation museums. It examines
multiple plantation sites across geographic areas, considering the
experiences of a diversity of actors: tourists, museum
managers/owners, and tour guides/interpreters. This approach allows
for an understanding of regional variations among plantation
museums, narratives, and performances, as well as more in-depth
study of the plantation tour experience and public interpretations.
The authors conclude the book with a set of questions designed to
help professionals reassemble plantation museum narratives and
landscapes to more justly position the formerly enslaved at their
center.
Remembering Enslavement explores plantation museums as sites for
contesting and reforming public interpretations of slavery in the
American South. Emerging out of a three-year National Science
Foundation grant (2014-17), the book turns a critical eye toward
the growing inclusion of the formerly enslaved within these
museums, specifically examining advances but also continuing
inequalities in how they narrate and memorialize the formerly
enslaved. Using assemblage theory as a framework, Remembering
Enslavement offers an innovative approach for studying heritage
sites, retelling and remapping the ways that slavery and the
enslaved are included in southern plantation museums. It examines
multiple plantation sites across geographic areas, considering the
experiences of a diversity of actors: tourists, museum
managers/owners, and tour guides/interpreters. This approach allows
for an understanding of regional variations among plantation
museums, narratives, and performances, as well as more in-depth
study of the plantation tour experience and public interpretations.
The authors conclude the book with a set of questions designed to
help professionals reassemble plantation museum narratives and
landscapes to more justly position the formerly enslaved at their
center.
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