Tips on making your call center a genuine profit centerIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call cen...

Depression sucks. But that doesn't mean we can't laugh at it.In this brutally honest (and strangely hilarious) deep dive into the rollercoaster that is depression, David Hansen lays it all bare-the dark thoughts, the awkward therapy sessions, and the well-meaning but completely useless advice from people. With a mix of intimate stories, self-deprecating humour, and charmingly crude cartoons, Hansen demystifies the beast of depression and offers practical, no-nonsense ways to wrestl...

Deliciously dirty, Deep Throat Diva is the titillating story of a young woman who will do anything to keep her secrets from coming to light and ruining her wedding.With brains, beauty, and a four-carat diamond engagement ring, Pasha Willow seems to have the perfect life. She’s the successful owner of a trendy hair salon, lives in a posh condo with her handsome soon-to-be husband, drives an expensive car, and indulges in relentless shopping sprees. But behi...

A war is coming, a battle that will stretch from the prehistoric forests of the ancient past to the cutting-edge research labs of today, all to reveal a true mystery buried deep within our DNA, a mystery that will leave readers changed forever . . .In this groundbreaking masterpiece of ingenuity and intrigue that spans 50,000 years in human history, New York Times bestselling author James Rollins takes us to mankind’s next great leap.But will it mark a new chapter ...

What if the best morning of your life suddenly turned into your worst nightmare? Sam Case is about to find out. Saving Rachel is the story of what happens when killers force a man to choose between his wife and his mistress...and the one he rejects must die. "If Dean Koontz collaborated with Alfred Hitchcock at the circus, this would be their brain child." –Vintage DM Book Reviews

Intense. Dangerous. Addictive. Meet your next obsession…Abby Abernathy doesn't drink or swear and she works hard. Abby believes she has created enough distance between her and the darkness of her past, but when she arrives at college, her dreams of a new beginning are quickly challenged by the university's walking one-night stand.Bad Boy Travis Maddox, handsome, built, and covered in tattoos, is exactly what Abby needs - and wants - to avoid. He spends his nights winning mo...

The stunning Hunger Games trilogy is complete! The extraordinary, ground breaking New York Times bestsellers The Hunger Games and Catching Fire, along with the third book in The Hunger Games trilogy by Suzanne Collins, Mockingjay, are available for the first time ever in e-book. Stunning, gripping, and powerful.

THE RUNAWAY GLOBAL BESTSELLER'Gripping, enthralling - a top-notch thriller and a compulsive read.' SJ Watson, bestselling author of BEFORE I GO TO SLEEPRachel catches the same commuter train every morning. She knows it will wait at the same signal each time, overlooking a row of back gardens. She's even started to feel like she knows the people who live in one of the houses. 'Jess and Jason', she calls them. Their life - as...

‘It’s simple. No sight. No questions. 48 hours.’An intensely charged erotic journey, perfect for anyone who was seduced by 50 Shades of Grey.When 37-year-old psychologist, Alexandra Blake, leaves her comfortable suburban existence to give a series of lectures , she meets up with Dr Jeremy Quinn, the man who opened her eyes and body to the world in ways she never thought possible.After a few glasses of champagne in his luxurious hotel penthouse, he presents her with a...

'If you're after the perfect pick-me-up, take-me-away-from-the-world read, then she's your woman'The Guardian'Nora Roberts is, quite simply, a one-woman phenomenon'Heat'I love Nora Roberts'Stephen KingAbigail Lowery has a dark and terrifying secret. Aged just sixteen, she witnessed a shocking mafia murder. Narrowly escaping with her life, she was forced to leave...

Margarita Nights is a cozy with grit -- serving Jack Daniels instead of tea.In a small Florida beach town, Sherri Travis is a bartender with attitude and a woman with an inconveniently murdered husband who turns out to be as much trouble to her dead as he was alive.Sifting through the debris of Jimmy's life, Sherri finds more than a few people who wanted her lying, scheming, scam artist husband gone -- but which one actually did the deed?

He’d been her friend for years. He said he loved her. Then she realised she didn’t know him at all…When everything seemed to be falling apart in Sophie’s life, she was thankful for her friend Kas, who was always at the end of a phone, ready to listen and to offer comfort and advice.Her father’s cold dislike of her and then her parents’ divorce had left her with a deep distrust of men. But, gradually, Kas made her believe there was at least one man who truly cared about her.