On the Ball: What You Can Learn About Business From America's Sports Leaders

Book Description

Sports, like business, is a nonstop, flat-out competition where winners prosper and losers are sent packing. Think the multi-billion-dollar sports industry might have something to teach your business? You better believe it. With On the Ball, you will learn those lessons before your competitors do.

Get in the sports business game and learn about breakthrough techniques for building a business. Reaching customers. Delivering customer service. Branding yourself and your business. Handling employee relations. Alliance building. Crisis management. Entering new markets. Turning around a business. Leadership. All that, plus your own personal behind-the-scenes tour of the sports industry-courtesy of top sports business consultant David M. Carter and ESPN.com's Darren Rovell. Hop on. It'll be a fun ride. A very profitable fun ride.

* Branding, NBA style
Powerful branding lessons from David Stern, Michael Jordan & Co.
* Strategic alliances with the New York Yankees
Win-win partnerships with George Steinbrenner
* Building your business the way NASCAR did it
Fast lane from the backwoods to NBC Sports
* Terrorism to bribery: practical lessons in crisis management
Straight from sports, 10 steps for handling any business crisis
* Penetrate and dominate: Nike in new markets
How Tiger Woods helped Nike go global
* Know your fan, know your customer
Take a tour of the baseball minor leagues and see how to really please your customers
Today's most powerful business lessons...

...you could learn them from some boring business school text. But, hey, life's too short. With On the Ball, you can learn the same lessons from sports! Top sports business consultant David M. Carter and ESPN.com sports business journalist Darren Rovell serve up winning techniques straight out of the big leagues. Business is a sport, and sport's a business, right? So why not learn...

* Entrepreneurship from NASCAR's Bill France Sr.
* Target marketing the MasterCard way
* Customer service from the late great Bill Veeck
* Personal branding from cyclist Lance Armstrong and women's tennis player Anna Kournikova
* Employee relations from Major League Baseball
* Strategic alliances from New York Yankees owner George Steinbrenner
* Crisis Management from NFL Commissioner Paul Tagliabue
* Penetrating new markets using Tiger Woods
* Brand building from NBA Commissioner David Stern
* Turnarounds from Dallas Cowboys owner Jerry Jones
* Leadership from Notre Dame head football coach Tyrone Willingham

Fast, furious, outrageous, and unforgettable, On the Ball is everything you expect from sports, and don't expect from a business book!

Download Description

On the Ball delivers the winning business ideas that have built sports into a multi-billion-dollar global industry ... ideas you can use no matter what you sell! Learn corporate branding from Tiger Woods and Nike ... entrepreneurship from NASCAR ... targe

Customer Reviews:

OUTSTANDING- A Must Read For ALL.......2003-05-03

Carter and Rovell do a masterful job of highlighting the fundamental truths of good business. There is a right way to play the game, and this is the rule book.
Please pay close attention to the anectodes about Minor League Baseball. Sometimes, the greatest success stories do not occur on the grandest of stages.

Congratulations, Mr. Carter and Mr. Rovell!!

Great for the College Student.......2003-05-01

I am a college student who really wants to have a future career in sports business. I have read many books but this book by Carter and Rovell takes the cake. It is very well written and they should take pride in the amount of research they did for this book. There are more examples that I can understand than in any other sports business book. Are there two better people to learn the business of sport from? Rovell being 'the guy' for ESPN and Carter being a successful businessman in sports. It is very hard to ignore all this experience. This is a must-read!

Fantastic Read!.......2003-03-29

I would highly recommend this book! I initially thought it was going to be a fun read about sports marketing. However, I was pleasantly surprised to see that the book was more about how to apply lessons from the sports world to the business world. As a strategy consultant, I found many of the examples given (especially on brand building, sponsorships, and customer needs) to be very relevant to the kind of work that I do with big consumer products companies. You can't afford to miss this one!

Highly Recommend "On the Ball" - This was a great book.........2003-03-05

I have been looking hard to find a book that covers sports business like this one did. This is a must read for anyone who is involved in the business of sports or just business itself.

Rovell and Carter do a great job with providing examples of every lesson you need in the business world and by using sports as an example. There are lots of inside scoops in this book that are behind the scenes of sports. Really good info on Jerry Jones, NASCAR and Brand Management among other topics. I really highly recommend this book to any sports or business executive or fan. You will enjoy!

Book Description

Organizations are being urged to experiment with new structures and processes. A 'process perspective' on organizing is emerging as a major challenge to 'functional' principles of organizing established during the last century. Business process reengineering is one exemplar of process thinking that has received great attention amongst organizational theorists and practitioners. This in-depth account of business process reengineering within a major NHS hospital is an important contribution to the very limited stock of empirical knowledge about new organizational forms, especially in the public sector. The book combines empirical data gathered through an intensive, comparative case study method with strategic choice and neo-institutional theories to analyse the changing context of public organizations, importation of models of organizing from private to public organizations, and dynamics of public sector transformation. The outcomes of the change programme add to our more general organizational knowledge about (a) the impact of corporate change programmes, particularly in professionalized and public sector settings, (b) impediments and enablers of lateral organizing structures and processes, and (c) contradictions within the New Public Management between functional and process principles for organizing.

Book Description

The use of fluorescent and luminescent probes to measure biological function has increased dramatically since publication of the First Edition due to their improved speed, safety, and power of analytical approach. This eagerly awaited Second Edition, also edited by Bill Mason, contains 19 new chapters and over two thirds new material, and is a must for all life scientists using optical probes.
The contents include discussion of new optical methodologies for detection of proteins, DNA and other molecules, as well as probes for ions, receptors, cellular components, and gene expression. Emerging and advanced technologies for probe detection such as confocal laser scanning microscopy are also covered. This book will be essential for those embarking on work in the field or using new methods to enhance their research.

TOPICS COVERED:
* Single and multiphoton confocal microscopy
* Applications of green fluorescent protein and chemiluminescent reporters to gene expression studies
* Applications of new optical probes for imaging proteins in gels
* Probes and detection technologies for imaging membrane potential in live cells
* Use of optical probes to detect microorganisms
* Raman and confocal raman microspectroscopy
* Fluorescence lifetime imaging microscopy
* Digital CCD cameras and their application in biological microscopy

Average customer rating:

Fluorescent and Luminescent Probes
W.T. Mason W. T. Mason
Manufacturer: Academic Press
ProductGroup: Book
Binding: Paperback
ASIN: B000OH4D6Q

Average customer rating:

Enjoyable - if not timely or proofread

Fact or fiction

Pride on the Mount: More Than a game

Typos galore!

AWESOME

Pride on the Mount: More Than a Game
John Gillooly
Manufacturer: The Lyons Press
ProductGroup: Book
Binding: Paperback

History of Sports | Miscellaneous | Sports | Subjects | Books
General | Hockey | Sports | Subjects | Books
General | Sports | Subjects | Books
Rhode Island | State & Local | United States | Americas | History | Subjects | Books
Similar Items:

A Season of Loss, a Lifetime of Forgiveness: The Dan Snyder and Dany Heatley Story

They Don't Play Hockey in Heaven: A Dream, A Team, and My Comeback Season

Sidney Crosby: Taking the Game by Storm

The Education of a Coach

The Game: 20th Anniversary Edition

ASIN: 1592288340

Customer Reviews:

Enjoyable - if not timely or proofread.......2006-03-18

I've read dozens of books about great hockey teams, coaches, and players and there is tremendous variety in their quality. I actually found Pride on the Mount to be very enjoyable to read with a good amount of action and personal information. What I found disappointing, though, is how old this material was. Written in 97/98 you can almost hear the threatening phone calls from Gillooly's publisher to get this thing finished seven years later! If you thought those seven years were spent proofreading and checking facts, you would be very wrong. The typos and grammatical errors are the worst I've seen in print since spell-check became available. As others have pointed out, there are also a lot of technical errors.

Still, though, I thought the book was worth reading and certainly recommend it for anyone involved in amateur hockey. I don't understand the concerns expressed here by a Mount parent as I thought the account was overall pretty positive. Anyone in youth hockey knows that even the most storied programs have warts. I frankly would have been turned off if the book hadn't addressed them. I'd be thrilled if my kid could participate in the program I read about!

Fact or fiction.......2005-12-31

I am a parent of one of the 1998 MOUNY hockey team menbers. I have written a detailed letter to John Gillooly which expresses my anger for what he has done to the glory years of my son and his teammtes. For purposes of edification and space limitations for this review, here are my closing two paragraph which sum up my feelings, as well as the feelings of many other parents and players, of that great year in MOUNT hockey.
"It was my son's intention to give me a copy of MOUNT PRIDE, autographed by coaches Bill and Dave, as a Christmas present, However, after he read many of the misquotations and inaccurate information about himself and his teammates, he asked my wife not to ever let me get my hands on the book. He knows how passionate I am about his years at the MOUNT and could foresee my discontent if I were to ever read it. I imagine that someday I will calm down and read it but, as for now, all I feel is that you have taken the glory years from a great group of high school kids and tarnished them all with misinformation and misquotations, using statements and events out of context, your own anti-MOUNT perceptions and opinions and, in my estimatiion, filled 302 pages with yellow journalism bordering on libel, the mortal sin of any writer.
I am certain that each opposing player, every parent of those players, and every ex-MOUNTIE who transferred because he couldn't endure the pain for gain MOUNT mentality, will gloat over reading this book. For us MOUNTIES, Mr. Gillooly, you have done us a grave injustice. You took a rare, behind the scenes opportunity to truly glorify MOUNT hockey and turned your findings into a supermarket scandal sheet filled with page after page of misinformation and personal opinion. Shame on you."

Pride on the Mount: More Than a game.......2005-12-26

I greatly enjoyed Mr. Gillooly's portrayal of Mt. St. Charles hockey. I am a teacher and high school coach, and I can relate to much of the story. As an American of French-Canadian descent, I appreciated the demographic information he shared. Despite my overall positive reaction to this book, I found numerous errors that proved distracting. For example, Gillooly misspelled the names of at least two people , the Minnesota North Stars' Lou Nanne and NHL forward Mike Grier. In addition, he referred to the New England Independent Schools League as a league of older players. In fact, as a teacher/coach in the ISL, I know that these schools do not have PGs. He referred to Belmont Hill School as "Belmont High" and "Belmont Hill Prep", and St. Sebastian's as "St. Sebastian's Prep". Also, regarding Catholic Memorial, Mr. Gillooly states that the school is located in West Roxbury, a "suburb of Boston". In fact, West Roxbury is part of Boston. In addition, in the epilogue he refers to JFK Jr.'s death in the summer of 2000 when it actually was a year earlier.

Typos galore!.......2005-12-17

As a Woonsocket native living away for almost 30 years, I enjoyed the book because it brought back memories of the WHS-MSC rivalries of the 60's, and of playing hockey on the rinks at Cass Park growing up.

I found the constant degradation of the City of Woonsocket as pretty crass.

I was extremely dissapointed with the number of typos contained in the book. Numerous words stuck in sentences where they did not belong, misspelled words, words used in improper context, etc. They became a distraction in reading the book.

AWESOME.......2005-12-02

A great read about how a coach has motivated a generation of young players to give 100 percent every day, not just on game-day. It's a book every high school sports coach should read. I'm using it for my sports psychology class.
There's also an interesting sub-story on how the parents of a high school superstar, who are concerned about their son's education, deal with professional agents who want the kid to turn pro right out of high school.

Average customer rating:

Excellent tool for cultural mediation in interpreting

Reading Between the Signs Workbook: A Cultural Guide for Sign Language Students and Interpreters
Anna Mindess
Manufacturer: Intercultural Press
ProductGroup: Book
Binding: Paperback

Sign Language | Instruction | Foreign Languages | Reference | Subjects | Books
General | Foreign Languages | Reference | Subjects | Books
General | Words & Language | Reference | Subjects | Books
General | Reference | Subjects | Books
Culture | Sociology | Social Sciences | Nonfiction | Subjects | Books
Similar Items:

Reading Between the Signs: Intercultural Communication for Sign Language Interpreters 2nd Edition

Sign Language Interpreting: Exploring Its Art and Science (2nd Edition)

Best Practices in Educational Interpreting (2nd Edition)

Deaf Plus: A Multicultural Perspective

So You Want to Be an Interpreter: An Introduction to Sign Language Interpreting

ASIN: 1931930031

Customer Reviews:

Excellent tool for cultural mediation in interpreting.......2005-10-21

This workbook was a required text for one of the classes in the ASL interpreting program I am involved in. It is a wonderful tool that illustrates how cultural differences color the interpreting process.

Book Description

Written for the complete beginner, Teach Yourself Calligraphy shows the reader how to use calligraphy in a wide range of projects. It covers everything a novice needs to know to become confident at the craft, including the four basic calligraphy styles, and techniques such as embossing, simple bookbinding, rubber-stamp making, and stenciling. Detailed diagrams and color illustrations make the projects clear and simple to follow. The attractive, large-page format allows the book to stay open for hands-free practice, making this guide ideal for new calligraphers.

Teach yourself calligraphy: For beginners from 8 to 80

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Teach yourself calligraphy: For beginners from 8 to 80
Ellen Korn
Manufacturer: W. Morrow
ProductGroup: Book
Binding: Paperback

Decorative Arts | Design & Decorative Arts | Arts & Photography | Subjects | Books

General | Publishing & Books | Reference | Subjects | Books
ASIN: 0688014879

Teach Yourself Calligraphy: For Beginners from Eight to Eighty

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Teach Yourself Calligraphy: For Beginners from Eight to Eighty

Manufacturer: McNally & Loftin Publishers
ProductGroup: Book
Binding: Paperback

General | Crafts & Hobbies | Home & Garden | Subjects | Books
ASIN: 0688019943

A Self-study Course in Grass Script (CHINESE CALLIGRAPHY TEACH-YOURSELF SERIES)

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A Self-study Course in Grass Script (CHINESE CALLIGRAPHY TEACH-YOURSELF SERIES)
ANDRES NAGEL
Manufacturer: Sinolingua
ProductGroup: Book
Binding: Paperback
ASIN: B000KIM07I

Product Description

ISBN 780052454X CHINESE CALLIGRAPHY TEACH-YOURSELF SERIES by HUANG QUANXIN 1997 SOFTCOVER, 152 PP, WORKBOOK FOR CHINESE SCRIPT

Book Description

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on June 1, 2004. The length of the article is 1092 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: The basics of calculating call center staff.(Managing by the Numbers)
Author: Penny Reynolds
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: June 1, 2004
Publisher: Technology Marketing Corporation
Volume: 22 Issue: 12 Page: 76(1)

Distributed by Thomson Gale

Call Center Management: Balancing the Numbers.: An article from: Industrial Management

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Call Center Management: Balancing the Numbers.: An article from: Industrial Management
Tsily Friedman
Manufacturer: Institute of Industrial Engineers, Inc. (IIE)
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Book Description

This digital document is an article from Industrial Management, published by Institute of Industrial Engineers, Inc. (IIE) on January 1, 2001. The length of the article is 2945 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Call Center Management: Balancing the Numbers.
Author: Tsily Friedman
Publication: Industrial Management (Magazine/Journal)
Date: January 1, 2001
Publisher: Institute of Industrial Engineers, Inc. (IIE)
Volume: 43 Issue: 1 Page: 6

Distributed by Thomson Gale

Contingency planning by the numbers.(Managing By The Numbers) : An article from: Customer Interaction Solutions

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Contingency planning by the numbers.(Managing By The Numbers) : An article from: Customer Interaction Solutions
Penny Reynolds , and Maggie Klenke
Manufacturer: Technology Marketing Corporation
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Book Description

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on October 1, 2004. The length of the article is 1308 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Contingency planning by the numbers.(Managing By The Numbers)
Author: Penny Reynolds
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: October 1, 2004
Publisher: Technology Marketing Corporation
Volume: 23 Issue: 4 Page: 74(2)

Distributed by Thomson Gale

How do your call center supervisors measure up?(Managing by the Numbers): An article from: Customer Interaction Solutions

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How do your call center supervisors measure up?(Managing by the Numbers): An article from: Customer Interaction Solutions
Penny Reynolds
Manufacturer: Technology Marketing Corporation
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Book Description

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on April 1, 2004. The length of the article is 943 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: How do your call center supervisors measure up?(Managing by the Numbers)
Author: Penny Reynolds
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: April 1, 2004
Publisher: Technology Marketing Corporation
Volume: 22 Issue: 10 Page: 76(1)

Distributed by Thomson Gale

The power of one in Call Center Staffing.(Managing By the Numbers): An article from: Customer Interaction Solutions

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The power of one in Call Center Staffing.(Managing By the Numbers): An article from: Customer Interaction Solutions
Penny Reynolds
Manufacturer: Thomson Gale
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Book Description

This digital document is an article from Customer Interaction Solutions, published by Thomson Gale on February 1, 2004. The length of the article is 901 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: The power of one in Call Center Staffing.(Managing By the Numbers)
Author: Penny Reynolds
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: February 1, 2004
Publisher: Thomson Gale
Volume: 22 Issue: 8 Page: 62(1)

Distributed by Thomson Gale

Schedule adherence monitoring: Big Brother or better bottom-line?(Managing by the Numbers): An article from: Customer Interaction Solutions

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Schedule adherence monitoring: Big Brother or better bottom-line?(Managing by the Numbers): An article from: Customer Interaction Solutions
Penny Reynolds
Manufacturer: Technology Marketing Corporation
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Book Description

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on July 1, 2004. The length of the article is 989 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Schedule adherence monitoring: Big Brother or better bottom-line?(Managing by the Numbers)
Author: Penny Reynolds
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: July 1, 2004
Publisher: Technology Marketing Corporation
Volume: 23 Issue: 1 Page: 64(1)

Distributed by Thomson Gale

Understanding agent occupancy.(Managing by the Numbers): An article from: Customer Interaction Solutions

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Understanding agent occupancy.(Managing by the Numbers): An article from: Customer Interaction Solutions
Penny Reynolds
Manufacturer: Technology Marketing Corporation
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Book Description

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on March 1, 2004. The length of the article is 936 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Understanding agent occupancy.(Managing by the Numbers)
Author: Penny Reynolds
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: March 1, 2004
Publisher: Technology Marketing Corporation
Volume: 22 Issue: 9 Page: 66(1)

Distributed by Thomson Gale

Unraveling the mystery of service level discrepancies.(Managing by the Numbers): An article from: Customer Interaction Solutions

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Unraveling the mystery of service level discrepancies.(Managing by the Numbers): An article from: Customer Interaction Solutions
Penny Reynolds
Manufacturer: Technology Marketing Corporation
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Book Description

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on May 1, 2004. The length of the article is 882 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Unraveling the mystery of service level discrepancies.(Managing by the Numbers)
Author: Penny Reynolds
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: May 1, 2004
Publisher: Technology Marketing Corporation
Volume: 22 Issue: 11 Page: 68(1)

Distributed by Thomson Gale

A view from the outside: defining external call center performance metrics.(Managing by the Numbers) : An article from: Customer Interaction Solutions

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A view from the outside: defining external call center performance metrics.(Managing by the Numbers) : An article from: Customer Interaction Solutions
Penny Reynolds
Manufacturer: Technology Marketing Corporation
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Book Description

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on August 1, 2004. The length of the article is 1247 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: A view from the outside: defining external call center performance metrics.(Managing by the Numbers)
Author: Penny Reynolds
Publication: Customer Interaction Solutions (Magazine/Journal)
Date: August 1, 2004
Publisher: Technology Marketing Corporation
Volume: 23 Issue: 2 Page: 72(2)

Distributed by Thomson Gale

Average customer rating:

Entirely successful but limited in scope
A disappointing book
Does not cover the fundamentals.
A must have for call center managers!

Call Center Management: By the Numbers
Jon Anton , Jodie Monger , and Debra Perkins
Manufacturer: Purdue University Press
ProductGroup: Book
Binding: Paperback

General | Business & Investing | Subjects | Books

Customer Service | Industries & Professions | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Entrepreneurship | Small Business & Entrepreneurship | Business & Investing | Subjects | Books

Customer Reviews:

Entirely successful but limited in scope.......2002-02-01

This book focusses on the metrics of call center performance, which it explores and explains better than any other book I've found. I consult in call centers and CRM, and I recommend it to all my customers. However, it is not (and should never be represented as) a general guide to call centers, CRM and the associated technologies.

A disappointing book.......2000-08-14

A bought this book before reading the review below, mislead by the title. What I found out was in half the book a brief descrption of metrics with recommendations on what to do with them and in the other half, some generic statements about concepts as customer life value, interviews, lineal regression and ROI. This book is intended as a recipe book for call centers management but it falls too much short. If you need to learn more about CC, then read "Call centers on fast forward". It's a more comprehensive treatment on them.

Does not cover the fundamentals........1999-11-28

This book does not cover the fundamentals of call center management; instead it focuses on proving the call center as a valuable component in business. For those that are looking to learn how to manage a call center, this book is not for you. Call center management deals with more than just understanding return on investments and customer lifetime values, it entails understanding the volatility of call centers, forecasting and staffing methodologies, call arrival patterns, as well as metrics used to measure performance. This book does briefly discuss metrics, however it suggests goals based on industry averages without explaining what industry they studied. Technical helpdesks are very different from customer service or even telemarketing, therefore to suggest goals without understanding the type of environment the readers are operating in can be misleading to the new or inexperienced managers. This book dwells too much on how to communicate successes and value to upper management without really telling you how to obtain the desired goals.

A must have for call center managers!.......1997-12-17

I assisted Dr. Anton in writing this book by contributing practical call center metrics and five years of experience in running a major call center for OKIDATA corporation. Dr. Anton also solicited inputs from other call center managers like myself. This is a crash course on how to manage a call center that gets right to the nuts and bolts issues.

Book Description

Economists and policymakers are still trying to understand the lessons recent financial crises in Asia and other emerging market countries hold for the future of the global financial system. In this timely and important volume, distinguished academics, officials in multilateral organizations, and public and private sector economists explore the causes of and effective policy responses to international currency crises.

Topics covered include exchange rate regimes, contagion (transmission of currency crises across countries), the current account of the balance of payments, the role of private sector investors and of speculators, the reaction of the official sector (including the multilaterals), capital controls, bank supervision and weaknesses, and the roles of cronyism, corruption, and large players (including hedge funds).

Ably balancing detailed case studies, cross-country comparisons, and theoretical concerns, this book will make a major contribution to ongoing efforts to understand and prevent international currency crises.

Book Description

During the era following the Second World War world peace was largely assured through American-European cooperation on the political, military, and economic level. This status quo was upset by the ratification of the Treaty on the European Union (Maasttricht Treaty) which will, whatever obstacles still remain, inevitably lead to a closer cooperation among (West) European countries and to a shift in Europes position within world politics. This raises a number of questions such as to what extent and in what way will Europes relationship with America be affected? Will Europe become a fortress? Will NATO continue to function as an alliance dominated by the US? How will the changes in Eastern Europe affect European and American policies? What do these changes mean on a cultural level? These and other issues are discussed by an international team of experts form Europe (East and West), Russia, and the United States.

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