Scottish Power Centres

Analyses the relations between nobility, crown and state, first in Scotland and then in the first courts of the unified kingdoms.

Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.

Provides for a historical perspective of Scotland's interaction with the world beyond its borders. As one of the most prolific historians of his generation, Allan I. Macinnes, Emeritus Professor of History at the University of Strathclyde, has been foremost in promoting an international rather than insular approach to the study of Scotland. In a distinguished career he has written extensively on the Scottish Highlands, the British revolutions, the formation of the United Kingdom, the Jacobite movement, and Scottish involvement in the British Empire. The chapters collected here reflect the extent of these interests and a commitment to understanding Scotland - or indeed, other territorial units - in an international or global context. Covering a period from the sixteenth to the nineteenth century, essays examine the complex interaction of the peoples of the British and Irish isles; they consider Scottish participation in Britannic and European conflict; and they explore Scottish involvement in business networks, political unions, and maritime empires. From intellectual and cultural exchange to political and military upheaval, Scotland and the Wider World will be key reading for anyone interested in the antecedents to Scotland's current international standing.

This ambitious book, newly available in paperback, examines the encounter between Gaels and Europeans in Scotland in the central Middle Ages, offering new insights into an important period in the formation of the Scots' national identity. It is based on a close reading of the texts of several thousand charters, indentures, brieves and other written sources that record the business conducted in royal and baronial courts across the length and breadth of the medieval kingdom between 1150 and 1400.Under the broad themes of land, law and people, this book explores how the customs, laws and traditions of the native inhabitants and those of incoming settlers interacted and influenced each other. Drawing on a range of theoretical and methodological approaches, the author places her subject matter firmly within the recent historiography of the British Isles and demonstrates how the experience of Scotland was both similar to, and a distinct manifestation of, a wider process of Europeanisation.

Shortlisted for the 2009 Saltire Society History Book of the Yea. rFrom Caledonia to Pictland examines the transformation of Iron Age northern Britain into a land of Christian kingdoms, long before 'Scotland' came into existence. Perched at the edge of the western Roman Empire, northern Britain was not unaffected by the experience, and became swept up in the great tide of processes which gave rise to the early medieval West. Like other places, the country experienced social and ethnic metamorphoses, Christianisation, and colonization by dislocated outsiders, but northern Britain also has its own unique story to tell in the first eight centuries AD.This book is the first detailed political history to treat these centuries as a single period, with due regard for Scotland's position in the bigger story of late Antique transition. From Caledonia to Pictland charts the complex and shadowy processes which saw the familiar Picts, Northumbrians, North Britons and Gaels of early Scottish history become established in the country, the achievements of their foremost political figures, and their ongoing links with the world around them. It is a story that has become much revised through changing trends in scholarly approaches to the challenging evidence, and that transformation too is explained for the benefit of students and general readers.

A new analysis of mind/body unity, based on the philosophy of Spinoza

What use is it to be given authority over men and lands if others do not know about it? Furthermore, what use is that authority if those who know about it do not respect it or recognise its jurisdiction? And what strategies and 'language' -written and spoken, visual and auditory, material, cultural and political - did those in authority throughout the medieval and early modern era use to project and make known their power? These questions have been crucial since regulations for governance entered society and are found at the core of this volume. In order to address these issues from an historical perspective, this collection of essays considers representations of authority made by a cross-section of society within the British Isles. Arranged in thematic sections, the 14 essays in the collection bridge the divide between medieval and early modern to build up understanding of the developments and continuities that can be followed across the centuries in question. Whether crown or noble, government or church, burgh or merchant; all desired power and influence, but their means of representing authority were very different. These essays encompass a myriad of methods demonstrating power and disseminating the image of authority, including: material culture, art, literature, architecture and landscapes, saintly cults, speeches and propaganda, martial posturing and strategic alliances, music, liturgy and ceremonial display. Thus, this interdisciplinary collection illuminates the variable forms in which authority was presented by key individuals and institutions in Scotland and the British Isles. By placing these within the context of the European powers with whom they interacted, this volume also underlines the unique relationships developed between the people and those who exercised authority over them.