"This book describes how the digital transformation of Customer Service at both an operational and cultural level is happening at some companies right now--and why customers love it. Digital customer service is turning out to be easier, more cost-effective, and more personally rewarding than most would have expected--even within legacy companies that were founded 50 or 100 years ago. Digital Customer Service explains how every service interaction can and should happen right on the customer's own screen?any screen?including phone calls, chat, and self-service. The transformational result is happier customers, lower customer service costs, and higher profit. This book provides leaders in Customer Service, Customer Experience, and other customer-facing functions with new tools, frameworks, and guidance that will help them serve their customers in ways that are fundamentally different. As people have become increasingly digital-first in the way they live, so must the companies who serve them."-- Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE. Autorid: Rick DeLisi, Dan Michaeli
Boundaries, borders and shelter are essential parts of any garden, but they can be the most difficult to get right. The excitement of buying new hedging plants can quickly be overtaken by difficult upkeep, damage to surrounding plants and a costly waste of time. Whether youre planting a new hedge from scratch, restoring a neglected one or creating softer internal divides within the garden, this book provides the planning, planting and maintenance know-how to do it right, first time. Coverage includes: assessment, preparation and design advice for establishing a new living boundary; advice on dealing with existing boundaries in need of restoration or extension; considerations to take into account for both your human and wildlife neighbours and finally, there are directories of hedging plants, climbers and trees to aid your selection. Autorid: Roger Hirons
Building scale model boats that can sail under their own power is a challenging and rewarding hobby requiring varied skills from woodworking to painting to wiring electrical components. This book details everything you need to know to get started: from the tools, materials and equipment required to motors, servos, propellers and remote controls. There are step-by-step guides to the more challenging procedures. There are details on the different types of kits available and how to choose one. Advice is given on glues, fillers, making silicon moulds, and finishes such as painting, decals and weathering. Finally, there is the building of an off-the-shelf kit for the steam yacht Komet and scratch-built RNLI Lifeboat The Torbay Severn class lifeboat. Autorid: Gordon Longworth
First published in German in 1913 and widely considered to be Paul Scheerbart's masterpiece, Lesab ndio is an intergalactic utopian novel that describes life on the planetoid Pallas, where rubbery suction-footed life forms with telescopic eyes smoke
Learn to create miniature models using a wide range of objects and materials found in your own home. Model making can be an expensive endeavour, requiring investment in many tools, paints and materials. However, there are many model making techniques that can help to solve these problems and align the model maker with an ever-more sustainably focused world. Aimed at the student, hobbyist and professional alike, this book aims to demonstrate how everyday materials can be used to create the most amazing miniature effects while being more mindful of the environment and saving money. In addition, several chapters focus on general model making knowledge including tools and equipment, paints, washes and finishes, airbrushing, adhesives, health and safety and professional model making practice. The final chapters cover three projects relating to railway modelling, dioramas and wargaming. Each project explains the concept and why certain materials have been chosen, before exploring the build through a step-by-step process so that the true effect of these techniques can be shown. Autorid: Jack Pratt
This practical book explains the art of stained glass for the maker. Focusing on leaded glass, it introduces types of glass, cutting and designing for glass, and the processes involved in building your own panel. It also covers installation and restoration of glass, repairing and rebuilding, and quoting for work. Written by a leading maker, this book provides the practical instruction and the inspiration for everyone ready to try this most uplifting of crafts. This exciting book explains the secrets that lie behind the craft, emphasizes the importance of working with light, and celebrates the pure joy and excitement of working with this fragile yet powerful medium. Written with the maker in mind, it guides the reader through the processes of first working with glass through to designing and building your panel. It then goes on to look at the restoration and repair work the stained glass maker is often asked to undertake. This book is a beautiful testament to her talent, and to one of the oldest and most treasured art forms that never disappoints. Autorid: Sophie D'Souza
"A holistic, multidisciplinary approach to healing from sexual trauma that includes body-based practices, ancestral connection rituals, and reflective empowerment exercises"-- A 13-month guided pathway for healing transgenerational sexual traumaBody-based practices, ancestral connection rituals, and reflective empowerment exercises to integrate trauma, build resilience, center pleasure, and reclaim wholenessHealing from sexual trauma is deep, transformative, and life-changing work. And when we begin the journey to address not just our own traumas but those borne by our ancestors, we heal across generationsfinding wholeness and reclaiming erotic wellness for ourselves while lovingly tending the harm and trauma carried in our lineages.From altars to reverence practices, resilience plans to somatic resourcing, Tending the Bones holds you in care and power. Pavini Moray, PhD invites you to reconnect to the profound wisdom of your bodyand your ancestors.Part One: Build Inner Resources offers skills, practices, and resilience tools essential to healing the wounds of transgenerational sexual traumaPart Two: Heal Trauma helps you acknowledge and integrate traumatic experiences and invites you to explore what justice means to you.Part Three: Savor shows you how to connect and work with ancestral guides. It also explores principles of somatic sexuality for recovering wholeness and pleasure after sexual trauma.Guided by the 13 lunar cycles of the year, each module includes a ritual, prayer, poem, daily practice, and worksheet for reflection and healing. With chapters like Blessing Moon, Ancestor Moon, Sovereign Moon, Integration Moon, and more, Tending the Bones takes a holistic, multidisciplinary approach to healing from sexual trauma and provides a safe container and solid foundation to explore this deep transformational work.Engaging, warm, and authentic, Tending the Bones centers your experiences as a reader and survivor, whether youve experienced sexual trauma, are living the embodied impacts of your ancestors trauma, or both. Autorid: Pavini Moray
Aston Martin is a marque that holds a special place in the British motor industry. As a manufacturer of cars for over 100 years, its history is tied up with the British psyche, and the marque holds a special place in the hearts of all motoring enthusiasts. This book charts the history of Aston Martin from its early days in central London, as Banford and Martin, through the Bertelli years in Feltham and the post-war David Brown years at Newport Pagnell to the current day with its purpose-built, state-of-the-art factory in Gaydon, Warwickshire. Now seen as an iconic luxury British sports car manufacturer, Aston Martin has been designing, manufacturing and racing cars for over 100 years, almost continuously. Known for combining quality, style and performance in its products, the company has often struggled to balance these attributes with financial success. Fortunately, over the years generous investors who recognize the potential in the company have always been on hand to rescue and perpetuate the brand. Looking at the engines, the cars, the people, the business and car owners, this book tells the story of a quintessentially British marque. Autorid: Matthew Vale
Preachers know that understanding Greek and Hebrew can strengthen their sermons. However, years after taking language courses, it becomes challenging to study texts in the original languages, especially when time is limited. This volume offers the following:A curated selection of key passages from Ecclesiastes,Clearly formatted lexical and grammatical tools needed to study the Hebrew text,A commentary section that helps preachers effectively bridge the gap between reading the Hebrew text and preaching it.Whether readers? Hebrew is beginner or advanced, this series will empower them to deepen their study of the Hebrew text and preach a content-driven, engaging sermon. This book, as well as the entire Preacher s Companion series, is a fresh and helpful companion to traditional commentaries and a valuable addition to every preacher s library.More on This Series: The Preacher's Hebrew Companion series has been created to help preachers incorporate the Hebrew text in their sermon preparation. Autorid: Russell L. Meek
El otoño invade el Valle Mumin y quienes acuden allí para visitar a la familia Mumin lo encuentran muy cambiado, muy diferente de como lo habían imaginado. Además, la familia Mumin no está en casa. Todos los que se han juntado en la morada vacía tendrán que hacer un esfuerzo para que la convivencia sea buena. Entre ellos está la Filifjonka y el Hemul, la Mymla, el Onkelskrutt y el pequeño homsa Toft. Y el Snusmumrik, que hace un largo camino hasta llegar al valle, donde ha perdido una cosa muy importante... En el jardín, la bola de cristal azul sigue en su pedestal, reflejando grandes cambios mientras la oscuridad se cierne cada vez más a su alrededor. Pero una noche, en el centro de la bola, aparece por fin un puntito de luz diminuto que brilla con firmeza.
Something strange is going on at the Quicksilver Mine in central California. Dead bodies are being dumped there; strange sounds and smells are emanating from its black depths. As increasingly bizarre phenomena occur in the area around the mine, people begin to wonder if Nature itself has turned against humanity and is rebelling at the violation of its pristine beauty. And are some of those who work in the mine actively conspiring to bring about a cataclysm that will overwhelm the region and the Earth? Michael Shea began writing Momma Durtt in 1986. A few years later, he entered the University of San Francisco, to secure a master's degree in its writing program, and he completed this novel as his thesis. But Momma Durtt has lain unpublished ever since. Hippocampus Press is proud to present this novel of cosmic eco-horror from the pen of one of the masters of contemporary weird fiction. With vibrant characters, racy language, and a spectacular denouement, Momma Durtt is uniquely suited to our own times, when climate change is alerting us to the dangers of tampering with Nature.
Natural Herbal Remedies from Medicinal Plants & Herbs: Heal Naturally with 65 Powerful HerbsFor centuries, people turned to plants, flowers, and herbs to heal the body and calm the mind. Long before pharmacies and synthetic pills, herbal medicine was the cornerstone of healthcare. Today, more people are rediscovering this ancient wisdom-because it works.In Natural Herbal Remedies from Medicinal Plants & Herbs, I share how I personally overcame depression, anxiety, and painful side effects from prescription drugs by turning to natural remedies. Through trial, error, and study, I built a natural medicine cabinet filled with herbs that could soothe everything from headaches and insomnia to infertility and high blood pressure. This book brings that knowledge straight to you, offering clear guidance on 65 of the best herbs for everyday healing."Herbs like chamomile, ginkgo, and aniseed can heal with fewer side effects than pharmaceuticals."What You'll Learn Inside
Dragons fly again...With her betrothal imminent, the beautiful Princess Ava has gone missing. Where has she fled to? Why has she gone? And why is the dragon stirring?Enter our hero. Gwen has been hunting wanted criminals for years, collecting bounties to provide for her mother and brother since the death of their father. The promise of an armful of gold for bringing the princess home is too good to ignore.But bringing her home doesn't solve anyone's problems. Gwen still has family to support, and Ava still has a miserable marriage to look forward to. How will they get over these hurdles? And what new ones will they create along the way?***Praise for Dragon Queens:"In general I found Ava's rational explanations about politicking in this book a very fun inversion of the classical scheming woman trope. Rather than being a conniving social climber she is just good at politics and enjoyed being good at it. Delightful"- D. B."For me, the mark of a good story is if I'm thinking about the characters and the events when I'm no longer reading. You certainly checked that box for me." - H. H."Some of the best storytelling I have experienced in a long time. I enjoyed it the whole way through and was left wanting more." - KrysieJ"Want to talk about the hot scenes? As Ava herself said "oh my f***ing Gods" they were described perfectly" - Jane Flowery***Tropes: Heroine Saves The PrincessSword and SorceryDragons! Ogres! Semi-controllable Prophecies!Fake EngagementOnly One BedClueless ProtagonistHappily Ever After
Can hope triumph now that victory is on the horizon? December 1942. The tide of war has turned at last, with an Allied victory looking increasingly certain, but all is not well for the residents of Silverdale. Newlyweds Bobby and Charlie find themselves back in civilian life after Charlie is given a medical discharge from the RAF. But the village of Silverdale has been forever changed by World War Two, and the memories of their young men lost to war cast a long shadow. It's not just the village that has been transformed by the war. Although Bobby is full of joy to finally begin married life, Charlie's experiences in the fight have left their scars, and at times Bobby finds herself reminiscing on her busy life in the WAAF, the career that was cut short by returning home to join her husband. But with a new arrival on the way, there's no time to dwell on the sadness of the past. Will a baby and the end of the war bring Charlie and Bobby the joy they deserve? An uplifting, emotional and completely captivating wartime romance, set in the beautiful Yorkshire Dales. Fans of Diane Allen and Donna Douglas, don't miss the Made in Yorkshire series. Readers can't get enough of Brighter Skies in the Dales: Heartwarming and cosy A well worthy five-star read for this first-class wartime saga. (Five stars) Reader Review I left my heart in Brighter Skies in the Dales. I closed the book emotionally spent. The story was filled with so much drama (Five stars) Reader Review Ive loved every moment spent with Bobby and all the Silverdale crewa breath of fresh (Yorkshire) air to the saga genre. The period detail was exemplary but Bobby still felt like a thoroughly modern heroineI cant recommend this series highly enough! (Five stars) Reader Review This book was just brilliantAnother war time saga series that I cant wait for others to find after methese books are gorgeous. (Five stars) Reader Review Lots of twists and turns to keep the reader interestedI would wholeheartedly recommend the series to anyone who enjoys wartime saga books. (Five stars) Reader Review A great addition to another great series. I love following Bobby Bancroft through life, love. war, lossit has been a joy to read each and every book. (Four stars) Reader Review Autorid: Betty Firth
Transform your story with a character your readers will remember long after they've turned the last pageWhen you think of unforgettable characters from books you've read, who comes to mind?James Bond, Harry Potter, Scarlett O'Hara, Elizabeth Bennett, Atticus Finch, Sherlock Holmes?These are just some of the most iconic characters in fiction.They are so memorable that even decades or centuries later, they still captivate our imagination.But what exactly is it about them that keeps readers through generations so invested in them?Despite their vast differences in age, gender, nationality, occupation, and personality, each of them has a special quality that makes us want to know them more.Whether it's James Bond's suave demeanor, Scarlett O'Hara's haughty vulnerability, or Atticus Finch's righteousness, we're hooked.Do you want to know how you too can create your own unforgettable characters that your readers will be dying to read about?Yes, it's rare to write such timeless characters - even some bestselling authors don't have widely recognizable protagonists.However, it's entirely possible to write characters that resonate strongly with your readers - and get them hooked on your story - no matter how new you are to the game.Writers apply certain rules and tricks with their characters to make their stories shine and keep their audience engrossed.And with this guide, you'll find out exactly what they are.In The Secrets to Creating Character Arcs, here is just a fraction of what you will discover:How your characters can make or break your story - and what you can do to make your characters more compelling10 simple tricks to add more excitement to your plot without veering away from your main storyHow to take advantage of plot and structure to help develop your protagonist's journeyThe worst thing you can do for your character that will immediately make them unappealing and uninterestingHow to make your readers relate to - and root for - an unlikable characterA fun yet insightful exercise in character building that can help you make sure all your characters have their own unique individual personalities2 letters that will speed up your writing process without sacrificing qualityAnd much more.Writing your first story (or your latest one) can be intimidating. The stakes seem to be higher when writing down words rather than just saying them out loud.But remember that you're allowed to make mistakes, change things up, delete, and add to your story however many times you need to.Plus, with the techniques from this guide at your disposal, you can approach your writing with more confidence.Sometimes, all you need to do is get started... and the ideas will just keep flowing from there.If you want to take your stories to the next level, then scroll up and click the "Add to Cart" button right now.
The start of a critically acclaimed historical romance series by New York Times bestselling author Courtney Milan... Hugo Marshall earned the nickname "the Wolf of Clermont" for his ruthless ambition--a characteristic that has served him well, elevating the coal miner's son to the right hand man of a duke. When he's ordered to get rid of a pestering governess by fair means or foul, it's just another day at work. But after everything Miss Serena Barton has been through at the hands of his employer, she is determined to make him pay. She won't let anyone stop her--not even the man that all of London fears. They might call Hugo Marshall the Wolf of Clermont, but even wolves can be brought to heel... The books in the Brothers Sinister series: ½. The Governess Affair (prequel novella)1. The Duchess War 1½. A Kiss for Midwinter (a companion novella to The Duchess War)2. The Heiress Effect 3. The Countess Conspiracy 4. The Suffragette Scandal4½. Talk Sweetly to Me
Published in Association with the United States Holocaust Memorial Museum, this volume explores how post-Holocaust memorial books help to reshape our understanding of Jewish life and death in Eastern EuropeIn the aftermath of the Holocaust, Eastern European survivors created yizker bikher Yiddish for memorial books to honor their towns destroyed and loved ones murdered during the Second World War. Devoted to their fellow community members, these collaboratively-written volumes were one way for survivors to reclaim their lives and memories. In Paper Tombs, Jennifer Rich argues that yizker bikher demand renewed attention. Often dismissed as nothing more than nostalgic, amateur histories, Rich showcases how these vibrant sources are exceptional accomplishments that reanimate prewar Jewish life, condemn the Germans and their local collaborators, and memorialize the people, places, and ways of life destroyed during the Holocaust. Paper Tombs makes the case for the importance of post-Holocaust memorial books as a resource for understanding Eastern European Jewish life, reshaping our understanding of Jewish experiences following the Holocaust. Deeply-researched and engagingly-written, Paper Tombs recovers these largely forgotten volumes and repositions them as critically important sources that reveal the rich diversity of prewar Jewish life, the relentless cruelty wrought by the Nazi occupation of the small towns and large cities of Eastern Europe, and the ways that survivors wanted them to be remembered. Autorid: Jennifer Rich
¿Qué harías tú si un buen día, al salir de casa, te encontraras conuna «enorme montaña gris»? ¿Y si además tal cosa resultara ser unelefante? Pues eso es lo que le sucedió a la narradora de esta novela: Dailan Kifki, un elefante, apareció en la puerta de su casa y, casisin darse cuenta, cambió la vida de toda la familia. No es fácil criar a un elefante capaz incluso de dormir encima de una planta que crecehasta las nubes, pero desde luego tiene su ventajas, porque ¿qué otroanimal podría abanicarte con las orejaso transportarte con su trompa? En esta novela la autora se divierte ydivierte a los lectores con un lenguaje que consigue un ritmoespléndido al narrar las increíbles situaciones protagonizadas porpersonajes estrafalarios, Y todo contado con tanta ternura que resulta inolvidable.En esta novela la autora se divierte y divierte a los lectores con unlenguaje que consigue un ritmo espléndido al narrar las increíblessituaciones protagonizadas por personajes estrafalarios,
