[A366.Ebook] Ebook Free Building Call Center Culture, by Dan Coen

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Building Call Center Culture, by Dan Coen

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Book by Coen, Dan

• Sales Rank: #272236 in Books
• Brand: Brand: DCD Publishing
• Published on: 2001-01
• Original language: English
• Number of items: 1
• Dimensions: .60" h x 5.54" w x 8.29" l,
• Binding: Paperback
• 200 pages

Features

• Used Book in Good Condition

From the Publisher
Building Call Center Culture goes beyond most management books. Why? Because this book explores the "human element". Most books about the customer contact center study technology, setting up call centers, the industry, etc. This book takes "people supervision" as its central theme and builds upon it. Dan Coen, the author, is an industry expert with a creative mind. He thinks "out-of-the-box". Mr. Coen believes that supervising people, not the technology people use, is what makes a call center tick! Building Call Center Culture will help your supervisors, team leads and manager build world-class, effective, and fun programs for your call center. Whether you have 2 employees on the telephone or Internet, or 2000 employees, this book is a great addition to your business and your staff.

From the Author
I am excited about Building Call Center Culture. I have seen far too many supervisors and team leads fail to understand how to manage and motivate employees. Consequently, I have seen managers and Vice Presidents suffer at building culture, feedback, contests and success. This book will help management better supervise those employees that use the Internet and the telephone. It teaches call centers how to add culture and prosperity through people.

From the Inside Flap
Building Call Center Culture trains managers, team leads and supervisors how to manage a customer contact center. (Employees who communicate via the telephone and Internet) This book tackles the "human side" of call center management. People count, motivation matters, and creating a world-class comunication culture is critical to building call center culture. This book explores topics such as communication culture, channeling feedback, managing emotions, supervising new agents, creating contests, building a phenomenal environment of success, hiring supervisors, and much more. Building Call Center Culture is ideal for management that directs any employee that sells and communicates via the telephone or Internet.

Most helpful customer reviews

3 of 7 people found the following review helpful.
Repetitive and All Common Sense
By A Customer
I am a CRM consultant who bought the book to round out his knowledge of call center operations. It is very folksy but is not the least bit stimulating. This book might be valuable but only if you are a hands-on call center manager with zero people skills. It is also a VERY boring read.

2 of 3 people found the following review helpful.
Good material but not so good writing
By P. Andrews
This book needs an editor as the author often belabors the point. As a result I lost interest after chapter 3. It's a lot of work to read this book!

0 of 0 people found the following review helpful.
Real Life!
By Robin McCoy
This book is real life. I have spent 15 years managing call centers throughout the United States and Dan Coen puts it all on paper in a way everyone can understand. There isn't a manager out there that can't relate to what this book says about agents, upper management, and the environment of the call center in general. Dan uses analogies from sports to American history to get his point across, that building the proper culture will be the difference between a mediocre call center and a world class call center. Whether you are a seasoned call center manager or just starting out, this book is something that should be in your library. Dan tells great stories of his own experiences in the call center, such as the white-out story, that reminds me of the wild things that happen on the sales floor. Give it to your supervisors and team leaders to read. It can only help them.

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[X418.Ebook] Free PDF Student Reference Manual for Electronic Instrumentation Laboratories, by Wolf Smith

Free PDF Student Reference Manual for Electronic Instrumentation Laboratories, by Wolf Smith

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Great condition text

• Sales Rank: #1331744 in Books
• Published on: 2008
• Original language: English
• Dimensions: .0" h x .0" w x .0" l, 1.60 pounds
• Binding: Paperback

Most helpful customer reviews

2 of 2 people found the following review helpful.
Decently Written But Lacking in Useful Features
By A. Suges
This book is supposed to act like a guide. You're supposed to be able to start anywhere and get the info you need and move on (and that's how it's been assigned in my class) BUT it reads much better cover to cover because it isn't very good at telling you where a concept was previously covered. Another problem with this book is that it quizzes you on concepts at the ends of each chapter but the answers are no where so you don't know for sure that you got it. There is no solution manual to this book at all.

0 of 0 people found the following review helpful.
Good book for an EE major.
By Brandon
Very informative book, if you are looking to get in to EE, this is a must read.

0 of 0 people found the following review helpful.
The book was very clearly a counterfeit/photocopy of the original
By J. Schroeder
I received a very obvious "fake". As you can see in the images, this book, when laid side-by-side with a classmate's legitimate copy, there is no doubt it's scanned and reprinted. The quality is terrible and I would not recommend purchasing this item.

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[X540.Ebook] Free Ebook Mathematical Applications for Management: Life and Social Sciences, by Ronald J. Harshbarger, James J. Reynolds

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To paraphrase Alfred North Whitehead, the purpose of education is not to fill a vessel but to kindle a fire. This desirable goal is not always an easy one to realize with students whose primary interest is in an area other than mathematics. The purpose of this text, then, is to present mathematical skills and concepts and to apply them to areas that are important to students in the management, life, and social sciences. The book's concept-based approach, multiple presentation methods, and interesting and relevant applications keep students who typically take the course--business, economics, life sciences, and social sciences majors--engaged in the material. This edition broadens the book's real-life context by adding a number of environmental science and economic applications. The use of modeling has been expanded, with modeling problems now clearly labeled in the examples.

• Sales Rank: #3587694 in Books
• Published on: 2000-01
• Original language: English
• Number of items: 1
• Dimensions: 10.25" h x 8.25" w x 1.50" l,
• Binding: Hardcover
• 1072 pages

Most helpful customer reviews

0 of 0 people found the following review helpful.
Three Stars
By Prophetess12
as described - recommended seller

2 of 3 people found the following review helpful.
Great Book!
By A Customer
This book is great! It has comprehensive examples and is chock full of practice problems with answers and explanations provided! An must-have reference book for any business professional.

2 of 8 people found the following review helpful.
Came in too late
By A Customer
It took three+ weeks for me to get this book. It was in very good conditions,but I almost missed out on a test cause I did not get it on time.

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[J342.Ebook] Download Machine Trading: Deploying Computer Algorithms to Conquer the Markets (Wiley Trading), by Ernest P. Chan

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Dive into algo trading with step-by-step tutorials and expert insight

Machine Trading is a practical guide to building your algorithmic trading business. Written by a recognized trader with major institution expertise, this book provides step-by-step instruction on quantitative trading and the latest technologies available even outside the Wall Street sphere. You'll discover the latest platforms that are becoming increasingly easy to use, gain access to new markets, and learn new quantitative strategies that are applicable to stocks, options, futures, currencies, and even bitcoins. The companion website provides downloadable software codes, and you'll learn to design your own proprietary tools using MATLAB. The author's experiences provide deep insight into both the business and human side of systematic trading and money management, and his evolution from proprietary trader to fund manager contains valuable lessons for investors at any level.

Algorithmic trading is booming, and the theories, tools, technologies, and the markets themselves are evolving at a rapid pace. This book gets you up to speed, and walks you through the process of developing your own proprietary trading operation using the latest tools.

• Utilize the newer, easier algorithmic trading platforms
• Access markets previously unavailable to systematic traders
• Adopt new strategies for a variety of instruments
• Gain expert perspective into the human side of trading

The strength of algorithmic trading is its versatility. It can be used in any strategy, including market-making, inter-market spreading, arbitrage, or pure speculation; decision-making and implementation can be augmented at any stage, or may operate completely automatically. Traders looking to step up their strategy need look no further than Machine Trading for clear instruction and expert solutions.

• Sales Rank: #17162 in Books
• Published on: 2017-02-06
• Original language: English
• Dimensions: 9.10" h x 1.20" w x 6.00" l, 1.47 pounds
• Binding: Hardcover
• 264 pages

From the Inside Flap

Following up on his widely popular algorithmic trading guides, Quantitative Trading and Algorithmic Trading, this third installment is written for quant traders and investors ready for more advanced examinations and techniques. Machine Trading is your accessible companion for the state-of-the-art of algo-trading in today's complex markets.

Don't worry if you lack trading and finance experience—if you've worked in a quantitative field, such as computer science, engineering, or physics, this step-by-step resource makes the transition into algorithmic trading seamless. It starts out with a comprehensive look at the latest backtesting and trading platforms, the best- rated and most cost-effective vendors' data, and the easiest way to optimize allocations in different assets and strategies. Acquire a firm grasp on options and volatility strategies; factor models, and why they can be useful to short-term traders; and the intricacies of intraday and high-frequency trading, including market microstructure, dark pools, order flow, and backtesting intraday strategies with tick data. There are no canned solutions inside—each prototype trading strategy provides a rock solid foundation for you to customize. Hone your skillset on topics such as:

• Using factor models for long-term returns and short-term trades,including using option prices as factors
• Real-world trading with time series techniques, including ARIMA, VAR, and State Space Models with hidden variables
• Cutting-edge techniques to reduce outfitting in artificial intelligence and machine learning strategies

Every chapter includes hands-on exercises walking you through the critical modifications to make on your own to gain control of the strategies and discover their potential. From stocks to futures and options, foreign exchange, and bitcoins, Machine Trading is your one-stop training ground for finding algo-trading solutions.

From the Back Cover

Praise for Machine Trading

"It is easy to make simple ideas complex. It is far more difficult to make complex ideas seem simple. In this book, Ernie has done exactly that. I cannot think of any trader who would not benefit from reading Machine Trading."
—Euan Sinclair, Partner, Talton Capital Management; author, Volatility Trading

"As with his first two books, Ernie delves into the practical matters of automated trading in Machine Trading. He carefully explains everything from where to find quality data, to which platforms to consider, to timely and topical strategies. In the years since his last book, automation of the investment industry has accelerated, due in large part to the recent Cambrian Explosion in financial technology (FinTech). Ernie has long been teaching the hard-to-find methods of automated trading; now he is also a guide to the dizzying array of new companies, technologies, and services for automated trading. Machine Trading takes you deeper into the field with new concepts, while still delivering Ernie's signature explanation of the concrete steps of pursuing your own passion for automated trading."
—John Fawcett, CEO and Founder, Quantopian

"Dr. Chan has written another accessible and information-packed book for the quant-minded trader. The book starts with a clear discussion of factor models, advanced time series analysis, and Kalman filters, all of which lead into a detailed description of machine learning and artificial intelligence techniques applied to volatility trading, market microstructure, and even Bitcoins. His focus on finance in a MATLAB context is refreshing and opens the algorithmic trading domain to a whole generation of engineers and quantitative practitioners not familiar with finance but involved in numerate fields like self-driving cars and proteomics. I highly recommend it."
—Dr. Taha Jaffer, President, OXOBOXO Inc.; formerly Principal at The Carlyle Group

About the Author

ERNEST P. CHAN is the managing member of QTS Capital Management, LLC, a commodity pool operator and trading advisor since 2011. An alumnus of Morgan Stanley and Credit Suisse, he received his PhD in physics from Cornell University, and was a researcher in machine learning at IBM's T. J. Watson Research Center before joining the financial industry. He is the author of Quantitative Trading and Algorithmic Trading. Find out more about Ernie at www.epchan.com.

Most helpful customer reviews

0 of 0 people found the following review helpful.
Machine Trading Offers Practical And Informative Trading Advice
By William P Ross
Machine Trading had a ton of useful information for me. The first chapter looked at data sources for back-testing trading strategies. There was information about which are the best sites to get data from, which have good APIs, and the costs of these services. It was easy to see that the author had worked with lots of different types of data and vendors.

The next few chapters look at analysis using MATLAB as the programming language. The code snippets are well described and fairly easy to understand or translate to another language.

Another chapter which I enjoyed was the one on Artificial Intelligence. Actual techniques were shown in a simple manner and the techniques progressed from simple to more complicated. A good point was made how you want to try the simplest machine learning techniques first, before trying more advanced one. It was shown how neural networks generally do not perform that well on financial data. There was an example given showing that a neural network with only layer performed better than networks with too many layers.

Later there is a detailed section about how orders work in the stock market, and how closing prices are often "consolidated". The consolidated closing (and opening) prices can cause trouble for back-testing strategies. Explanations were clear about potential pitfalls of using different types of market or limit orders.

Another surprise was a chapter on bitcoin which had possible trading strategies on the crypto-currency. One of the advantages of bitcoin for analysis is that the order book is open and each trade specifies whether it was a buy or sell.

The book wraps up with a discussion about maintaining a career in trading. I was impressed with the content, the explanations, and details that went into this book.

5 of 6 people found the following review helpful.
Excellent Presentation of a Complex Topic
By JoeP
Chan’s Machine Trading book was my introduction to algorithmic trading. Chan is clearly skilled in presenting complex ideas in accessible language. Machine trading is a difficult topic to present because of all the interwoven disciplines. This is a guide to theory and practical implementation.

I would recommend having some basic knowledge of three areas: linear algebra, a scripting language (MATLAB, Python), and how the stock market works. Text books are written on all of those topics and Chan did an excellent job of staying on point without going on tangents to explain underlying principles, but still using principles that are simple enough to understand. I found the MATLAB Machine Learning e-book a great complement to the Artificial Intelligence chapter for understanding the goal of each algorithm. (Found on the mathworks website.)

He does not, however, assume knowledge of algorithmic trading, so if you are just starting out, this is a great resource. The first chapter lays out where to find data, how to test and verify algorithms, and different metrics for evaluation. The rest of the book is well organized and advances in complexity from time series analysis to AI technology to the latest high frequency (< 1 ms) methods. The book is rich with examples of how to implement each method and Chan even provides a link to the MATLAB code for readers who would like to see more.

Machine Trading cites Chan’s first two books frequently, but this can be read on its own. That said, this was so good I immediately bought his other two books!

Like I said, this was my first book on algorithmic trading, and I think it was exceptional because of its clarity, but also something I will be returning to frequently for examples and more advanced ideas. Highly recommend for anyone interested in the topic.

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Now in its seventh edition, Principles of Services Marketing has been revised and updated throughout to reflect the most recent developments in this fast-moving and exciting sector. With a stronger emphasis on emerging and global economies, it's been restructured to give clearer focus on key issues of efficiency, accessibility and customer experience. This authoritative text develops an indispensable framework for understanding services, their effective marketing and how this drives value creation. Key Features: opening vignettes introduce a chapter's key themes with short examples that present topics in familiar, everyday scenarios students can relate to; longer case studies feature well-known companies and provide an opportunity to analyse real-life scenarios and apply understanding; 'In Practice' vignettes drawn from services organizations from around the world and how services are delivered and experienced by customers; 'Thinking Around the Subject' boxes examine the operational challenges of putting theory in to practice; 'Summary & links to other chapters' reinforce the main topics covered and how they fit within the wider context of services marketing to improve overall understanding of the subject; and expanded coverage of key topics such as service dominant logic, services capes and the use of social media explore the latest theory and practice. It reflects the importance of marketing for public services and not-for-profit organizations. It includes new chapters on service systems and the experiential aspects of service consumption.

• Sales Rank: #4466432 in Books
• Published on: 2014-01-01
• Original language: English
• Dimensions: 4.09" h x .28" w x 3.07" l, .0 pounds
• Binding: Paperback
• 554 pages

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Contents: Introduction: Principal economic characteristics. I. Crude oil supply and demand. 1. The crude oil market. 2. Technical cost of exploration and production. 3. Tax and legal aspects. II. The economics of crude oil transportation. 1. Transportation by tanker. 2. Crude oil pipelining. III. Finished products supply: refining. 1. The search for optimal economic conditions. 2. Present unit location and cost of refinery processing. 3. Legal organization. IV. Demand and marketing of petroleum products. 1. The petroleum products in the principal consuming countries. 2. The distribution of petroleum products. 3. The marketing of petroleum products. V. Petrochemicals. 1. General characteristics. 2. Economics of two large basic units. 3. The market for the principal finished products. 4. Problems of today. VI. Natural gas. 1. Natural gas supply in the world. 2. Transportation. 3, International markets and prices. Conclusion: Energy and petroleum problems of the future. Bibliography.

• Sales Rank: #2520776 in Books
• Published on: 2000-09-15
• Original language: French
• Number of items: 1
• Dimensions: 9.50" h x 1.25" w x 6.75" l, 2.00 pounds
• Binding: Paperback
• 519 pages

Language Notes
Text: English (translation)
Original Language: French

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