This best-selling plain-English guide explains what’s new in the phenomenally growing realm of the Internet. Booknews Would-be Internet surfers learn life-saving techniques in this guide to the Internet. Cartoons, tips, hints, and technical boxes lead the way to instructions on connecting to the Internet, using tools such as e-mail, mailing lists, and network news, file transfer, navigation... 

“Provides a simple, straight forward, and proven formula for success that can help turn your call center into a true competitive advantage.”Eric Burton, VP Customer Care, Time Warner Cable “With this book as your road map the journey toward success will be made much easier.”Michael Hayes, Senior Vice President, Scotiabank The call center industry is one of the world’s most...