'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.