Digital Commons Network^™

Call Center Benchmarking: How Good Is, Jon Anton, David Gustin

Purdue University Press Books

Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class.

A Story For All Americans: Vietnam, Victims, And Veterans, Frank L. Grzyb, John F. Kerry

Purdue University Press Books

Story for All Americans: Vietnam, Victims, and Veterans (formerly titled, Touched by the Dragon) details wartime accounts of average servicemen and women-some heroic, some frightening, some amusing, some nearly unbelievable. The work is a historical compendium of fascinating and compelling stories woven together in a theme format. What makes this book truly unique, however, is its absence of literary pretentiousness. Relating oral accounts, the veterans speak in a no-nonsense, matter-of-fact way. As seen through the eyes of the veterans, the stories include first-person experiences of infantry soldiers, a flight officer, a medic, a nurse, a combat engineer, an intelligence soldier, …

Bakhtin, Genre Formation, And The Cognitive Turn: Chronotopes As Memory Schemata, Bart Keunen

CLCWeb: Comparative Literature and Culture

In his article, "Bakhtin, Genre Formation, and the Cognitive Turn: Chronotopes as Memory Schemata," Bart Keunen proposes a new reading of Bakhtin's notion of the chronotope. Bakhtin is widely taken to be a pioneer of genological thinking, but one of his key concepts -- the chronotope -- is still subject to highly divergent interpretations. Moreover, the epistemological implications of his genology have not yet been fully realized. In this article, a methodological grounding in schema theory is proposed. Bakhtin's concept can be used to study the way in which literary communication functions through what the psychologist Frederic Bartlett first called …

How Is A Genre Created? Five Combinatory Hypotheses, Johan F. Hoorn

CLCWeb: Comparative Literature and Culture

In his article, "How is a Genre Created? Five Combinatory Hypotheses," Johan F. Hoorn discusses that in genre theory, the creation of a genre is usually envisioned as a complex selection procedure in which several factors play an equivocal role. First, he advances that genre usually is investigated at the level of the phenomenon. For instance, questions may drawn on the effects of social status, education, or "intrinsic values" on forming a genre, on an author's decision with regard to in which genre to express his/her creativity. Second, Hoorn attempts to formulate a general mechanism that explains the forming of …

Comparative Cultural Studies And Ethnic Minority Writing Today: The Hybridities Of Marlene Nourbese Philip And Emine Sevgi Özdamar, Sabine Milz

CLCWeb: Comparative Literature and Culture

In her article, "Comparative Cultural Studies and Ethnic Minority Writing Today: The Hybridities of Marlene Nourbese Philip and Emine Sevgi Özdamar," Sabine Milz examines and compares strategies with which the Caribbean-Canadian woman writer Marlene Nourbese Philip and the Turkish-German woman writer Emine Sevgi Özdamar "de-colonise" ethnocentric Canadian and German discourse respectively and thus create their own spaces of hybridity. She argues that both Philip's and Özdamar's writings -- by going beyond cultural-national categories and boundaries -- display vital stimuli for multi-cultural and inter-national dialogue in a manner that facilitates cultural co-existence in spaces of hybridity. Responding to this stimulus, Milz's …

The Culture Of Using Animals In Literature And The Case Of José Emilio Pacheco, Randy Malamud

CLCWeb: Comparative Literature and Culture

In his article, "The Culture of Using Animals in Literature and the Case of José Emilio Pacheco," Randy Malamud argues that the animal poetry of Mexican writer José Emilio Pacheco, compiled in his 1985 collection Album de zoología (trans. 1993 by Margaret Sayers Peden as An Ark for the Next Millennium) embodies a vast literary account of a range of animals. This book represents one of the most extensive treatments of animals by any modern poet, and one of the most sensitive and ambitious attempts to craft a discourse that facilitates an approach to animals on their own terms -- …

Word, Image, And Sound From Comparative Points Of View: A Review Article Of New Work By Joret And Remael, Lieven Tack

CLCWeb: Comparative Literature and Culture

No abstract provided.

The Defense Nuclear Facilities Safety Board’S First Decade, Bert Chapman

Libraries Research Publications

Concern over the safety of the United States’ defense nuclear reactors in the late 1980s led to congressional creation of an independent oversight board. The Defense Nuclear Facility Safeties Board (DNFSB) is responsible for overseeing safety issues at the U.S. Department of Energy’s nuclear facilities and issuing recommendations on operations and safety at these facilities, which include South Carolina’s Savannah River Site, Texas’ Pantex facility, Colorado’s Rocky Flats Depot, and others. This article provides an historical overview of the DNFSB’s first decade and discusses its relationship and interaction with the Department of Energy and congressional oversight committees as well as …

Bypass: A Memoir, Joseph A. Amato

Purdue University Press Books

This inquiry into matters of heart, conducted under the shadows of pending surgery, awakens themes of boyhood, education, and marriage and prompt questions about loyalty to a deceased father, connections with immigrant grandparents, loss and rediscovery of faith, and solitude versus community. A medical narrative, the book also chronicles a span of contemporary American life. Throughout Amato's account, the consistent reminder of his upcoming bypass invites readers to reflect on their own lives and selves. This is an intelligent and witty guide to an immensely common operation that nevertheless for each patient constitutes a unique experience-a veritable rite of passage.

2000 Summary Of Road And Street Inventory Data For Indiana Lpa's For Adams County, In, Indiana Ltap

Indiana Local Technical Assistance Program (LTAP) Publications

This report provides roadway mileage summary information for each incorporated agency within Adams County as well as statewide summaries of mileage broken down by agency type, roadway functional classification, surface type, and federal-aid system for all local roads and streets within Indiana. The body of this report has been divided into three distinct sections, Reference Reports, Statewide Summary Reports, and County Specific Reports.

In Section 1, Reference Reports, the statewide functional classifications, surface types, and federal-aid systems are given in three reports. These three reports serve as an overview of the possible functional classifications, surface types, or federal-aid systems, which …

Bryan M. Carson-Coordinator Of Reference And Instructional Services-Western Kentucky University, Barbara Dean, Jack W. Montgomery

Against the Grain

No abstract provided.

Jennifer Eagleton-Department Of Translation, The Chinese University Of Hong Kong, Barbara Dean, Jack W. Montgomery

Against the Grain

No abstract provided.

2000 Purdue Road School Planning Committee, Purdue Road School

Purdue Road School

No abstract provided.

2000 Purdue Road School Program, Purdue Road School

Purdue Road School

No abstract provided.

The Benefits Of Aviation And Local Airports, Maria Muia

Purdue Road School

No abstract provided.

Your Transportation Personality…Understanding Why Stakeholders' Transportation Interests, Christine Klika

Purdue Road School

No abstract provided.

Road Safety Audits, Patrick Hasson

Purdue Road School

No abstract provided.

The Three "E"S Of Operation Lifesaver, Thomas Kinser

Purdue Road School

No abstract provided.

Comparison Of Indiana And Federal Mutcd, Tom Martin

Purdue Road School

No abstract provided.

Sign And Pavement Marking Retro-Reflectivity Standards, Cathy Satterfield

Purdue Road School

No abstract provided.

Use Of Locomotive Horns At Highway-Rail Grade Crossings, Alan Hallstrom

Purdue Road School

No abstract provided.

Traffic Issues/Institute Of Transportation Engineers Cover, Purdue Road School

Purdue Road School

No abstract provided.

Operation Of Closed Loop Signal Systems, Darcy Bullock

Purdue Road School

No abstract provided.

Phase Ii Storm Water Developments, Lori Gates

Purdue Road School

No abstract provided.

Indot Long-Range Research Focus Group Project, Don Johnson, Barry Partridge, Kumares Sinha

Purdue Road School

No abstract provided.

Performance Related Specifications For Concrete Pavement, Tim Bertram, Tommy Nantung, Richard Smutzer, Jason Weiss

Purdue Road School

No abstract provided.

Zero Velocity Salt Spreader, Tommy Nantung

Purdue Road School

No abstract provided.

Culvert-Slip-Liner Repair Method, Richard Thomas

Purdue Road School

No abstract provided.

Certification And Ce Requirements For Highway Engineers And Supervisors: A Panel Discussion, Andrew Cunningham

Purdue Road School

No abstract provided.

Front Matter, Purdue Road School

Purdue Road School

No abstract provided.