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Insights, opinions and a point of view from a call center, contact center and customer experience consulting veteran related to call centers, contact centers, customer service and customer satisfaction based on 35+ years of industry knowledge and experience.
Monday, October 7, 2013
People are your Biggest Cost and Biggest Asset in your Call Center - How to Hire Better
How to Celebrate Customer Service Week
It's Customer Service Week…So What About the Other 51 Weeks?
By Colin Taylor
Its Customer Service Week. This is the time of year to recognize and appreciate the contributions of all of the people that deliver customer service.
This week in call centers across the globe there will be pizza days, cakes, give aways of small dollar value goodies, staff dressed casually and visits by senior staff that may never have found their way to the center before. Now please don't get me wrong, attention paid to your customer facing staff will never be a waste of time. But how much more effective and engaged could we be if we paid attention to our customer service pros all 52 weeks of the year.
Customer service is not an easy job, speaking on the phone with customers can be very challenging and the people who do this for a career deserve our gratitude and appreciation. We need to recognize their contribution to our lives. Every day tens of thousands of product orders are processed thanks to a customer service agent being able to address a customer question of concern, inaccurate bills, invoice and outstanding charges are resolved and our economic engine is allowed to skip forward thanks to customer service professionals who have sanded some of the rough edges off.
Of course the situation isn't perfect: too many companies employ 'mushroom management' with their customer service and call center staff, too often the wizards in Marketing pull off a great campaign that the call centers agents get to hear about from the callers and too many companies create policies and procedures to protect them from their customers and ask the call center and customer service staff to be the enforcers.
Yes there is a long way to go to deliver the level and quality of customer service we all would like to receive and provide, but lets not kill the messengers, its not the agents that can make customer service and call center interactions as much fun as a tooth extraction, it is their managers and their companies.
So take a moment, this week and every week, to think about the customer service people you interact with and have appreciate what they are able to do to help you and to help their organizations. Then, next week perhaps, you can consider what your organization can do to make the role of your customer service and call center staff more productive and enjoyable…remove nonsensical policies that create work and penalize customers, provide tools to the front line that speed and aid their efforts, realistically fund the center to deliver the customer experience you want to deliver and lastly appreciate your front line customer service staff by taking active steps to improve engagement and autonomy.
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/10/07/its-customer-service-week-so-what-about-the-other-51-weeks/?utm_source=rss&utm_medium=rss&utm_campaign=its-customer-service-week-so-what-about-the-other-51-weeks
Thursday, October 3, 2013
People your Single Biggest Expense and your Biggest Asset in your Call Center
By Colin Taylor
People are the key to any successful business and this is especially so in call centers. The sales and customer service staff in the call center are the face of the organization. Each time a customer speaks with the call center the person they speak with is the company. The customers' opinion of the company and the brand improves or erodes based upon an interaction with the center. A Purdue University study that found that 92% of customers based their opinion or an organization based upon their interaction with the company's' call center.
Too many organizations fail to invest the proper effort and attention in selecting new staff. This is manifest in: vague job descriptions, no defined skills,competencies, no skills testing, weak or absent background and reference checks. It is not surprising to me that the staff selected may not be well suited for the role.
With the cost for a new hire ranging from $7,000 to $10,000 the company is making a significant investment. This level of investment warrants attention, especially in an industry with chronic turnover issues. So what are the best practices, that any contact center can implement? Here is quick reference list that will help you to improve your selection and retention in your center.
Make sure your job descriptions relevant to the role. Describe the role accurately, surface details related the task activities, systems interactions, level of activity etc. State required skills (keyboarding, math, typing etc.). Identify the background checks that will be completed; i.e. references, background checks, personality profile, credit check, criminal check, drug test etc. – there is no point bringing anyone into the office who knows they can't pass one, or more of these tests. Be sure to follow through on all the background checks you have committed to.
Employ role play tests and/or listen to real call problems and ask the candidate how they would respond. Remember we can't expect them to have the correct answer, but we want to see their listening skills, attitude and approach to problem solving.
In our next post we will examine how to align your hiring and recruiting process with your training and on- boarding process.
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/10/03/people-your-single-biggest-expense-and-your-biggest-asset-in-your-call-center/?utm_source=rss&utm_medium=rss&utm_campaign=people-your-single-biggest-expense-and-your-biggest-asset-in-your-call-center
Tuesday, March 19, 2013
Branded Conversations: Extending the Brand Voice to the Servicing Experience
By: Bruce Lebowitz
A well-known consumer financial services company launched a product for small businesses. This launch was accompanied by major advertising and comprehensive marketing campaign targeting small business owners and managers. The theme was that this product was designed exclusively for small businesses and would service their specific needs. As a top service provider in the consumer customer service space with high satisfaction scores, this company applied the same processes, principles and experience to their business product. And satisfaction scores suffered.
One Size Does Not Fit All
When listening to calls, it was clear that these small business owners and managers had different expectations from consumers. While many of the servicing tasks were exactly the same, the context of the call and the root problem driving the calls were different. As were the expectations. It was also clear that the business audience was speaking the language of business which was confusing the representatives, which in turn, was frustrating the callers.
The problem was not in the systems or procedures, but in the conversation itself. Business owners expected to have a business conversation and a business based solution, while the agents were steeped in consumer conversations and solutions.
What Motivates Your Customers
Clearly, a retraining was in order. The first order of business was to have the agents understand their caller. To do this, our training focused on what the caller may have experienced just before the call. What issue was the small business owner dealing with? What were their worries? Expectations? Desires? To help agents understand this we had to make them experience it. Thus, in the training we made the agents small business owners. As the agents entered the training they were greeted with a dossier describing "their" business and the issues they were facing. Some businesses were seasonal and experiencing cash flow issues. Some had just won a major contract and were faced with massive expansion. Some were experiencing a major client loss. Whatever their issues, they were, as owners, dealing with issues that often drove their own customers to call in.
Every aspect of the training from this point on was through the lens of their small business. The agents became as passionate about their business as real owners are. They felt panic when they couldn't meet payroll. Exaltation combined with trepidation when facing having to double their staff, move to larger headquarters and meet impossible deadlines. Through it all the agents had "aha" moments when they really understood why their customers were rushed, impatient, frustrated and sometimes rude. They didn't just intellectually understand, they lived it so they understood it emotionally.
Context Is Critical
Now, when an agent receives a call they think about what happened just before the call that drove them to pick up the phone. A change of address – simple, right? Well now, the agent inquires about the move. If moving into a larger space, the agent offers congratulations and asks if they need an increased line of credit. Late payment? Agent inquires about cash flow and offers a short-term loan. The agent now speaks the same language as the caller. By being in his/her shoes, the agent is able to understand the context of the call and service the caller and not just the immediate task. They don't jump to conclusions. They don't rush to complete the task without understanding the context.
Customer satisfaction has grown. The business training is now a core component of new hire training. And the small business owner sees that the brand promise of the small business product is backed by service dedicated to small business owners and managers. There is no longer a disconnect between the advertising and marketing and the servicing. The call center now supports the Brand and its message. There is no longer a disconnect between the agents and the callers. By translating the brand essence to the actual customer conversations that happen in the servicing center the promise of supporting small businesses is now fully baked into the servicing where the brand promise is delivered.
Let us know what you think about this post. Do you agree, disagree or have a related story to share- Then please comment below
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/03/19/branded-conversations-extending-the-brand-voice-to-the-servicing-experience/?utm_source=rss&utm_medium=rss&utm_campaign=branded-conversations-extending-the-brand-voice-to-the-servicing-experience
Friday, February 8, 2013
The One Thing to Improve Outsourcing Success
By Colin Taylor
I was on a webinar yesterday and heard that according to Gartner 80 percent of customer service outsourcing projects that are designed to cut costs will fail. Gartner cited many causes including incomplete processes, ill-planned compensation structures and lack of management. This statistic is in line with the Orbys Consulting finding that "50 per cent of UK blue chip companies still enter the outsourcing selection process without knowing exactly what they want or how best to source it. While one in three firms admitted that their deal failed to meet their needs, a staggering 23 per cent took the services back in-house"
There are alot of actions you can take to improve the chances of success when outsourcing your call center, and certainly knowing what you are trying to achieve is one of them. But for my money and based upon hundreds of outsourcing projects I have been involved with, both as a consultant and as an outsource provider, the #1 thing you need to do to improve your chances of success is to understand what you really have today.
Many clients who embark on outsourcing initiatives, do not have a clear or in many cases an accurate understanding of their existing center. They assume, which is always dangerous, that because they have a process workbook on the shared drive that the process maps are current and accurate. From personal experience they are almost never both of these. Senior executives assume that because they have a training program, that it is full, robust and well aligned with the processes (which we just discovered are not complete). Bright contact center executives assume that the their recruiting and selection models are delivering exactly the right staff to do the job well and that the knowledgebase contains all of the information an agent requires.
These are all Dangerous Assumptions.
If the center I have described above were to outsource, they would quickly discover that:
1- The processes as mapped, do not appear to match the calls that are actually being received. This leads to lower FCR (First Contact Resolution), more calls and increased costs from the outsourcer. This wasn't evident prior to outsourcing as the agents knew the processes were not always correct and they had work arounds, undocumented work arounds to deal with such variation.
2- The knowledgebase where the freshly trained outsource agents were instructed to go to get the answers to questions, was woefully inadequate, multiple entries, missing entries and just plain wrong entries exist in virtually every knowledgebase. The in house agents knew this also and had sticky notes and pages in their workspace or had simply memorized the correct or accurate information. Of course wrong answers equal longer calls, lower FCR, more calls, lower CSAT and NPS scores and more costs from the outsourcer.
3- The training program while adequate internally, where Subject Matter Experts (SME's) are plentiful and easy to find, didn't need to be rigorous. The fact that it wasn't mapped to the processes, was something that knowledge and experience within th in-house center could overcome. In an outsourced it becomes a very expensive luxury. Poor training, leads again to longer calls, lower FCR, more calls, lower CSAT and NPS scores and more costs from the outsourcer.
4- The hiring criteria even if followed to the letter, may not deliver the same level of competence that existed internally. The job and function requirements may have shifted over time and the position descriptions and associated skills and competencies may or may not have been changed. But even if the skills and comps are accurate and the outsourcer is hiring to the correct profile, the make up of the agent pool has changed. In an outsource environment all agents will be new. In your own center before outsourcing you would likeley have had a cross section of newbies, tenured staff and veterans, each available to assist their less experienced colleagues.
So to recap, not fully understanding and appreciating what you have today, will cost you more, and make your customers less happy. I don't think either of these outcomes has ever been the stated objective of an outsourcing initiative.
The alternative to the 'misery on all levels' offered by the above scenario is to invest in an Outsource Preparedness & Suitability study, that will tell you what you have, really have, today and what actions you need to complete to be able to outsource smoothly and avoid the above listed challenges, downstream, when they cost alot more.
Executing a Preparedness and Suitability study before outsourcing allows you to surface the complex and difficult tasks and processes and assess each process based upon its completeness and accuracy, and its alignment to hiring and training.
A small investment early in the outsource evaluation process can save you from joining Gartners or Orbys majority of failed outsource organizations.
For more information about how to conduct an Outsource Preparedness and Suitability study please contact me by phone 416-276-9068 or by email.
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/02/08/the-one-thing-to-improve-outsourcing-success/?utm_source=rss&utm_medium=rss&utm_campaign=the-one-thing-to-improve-outsourcing-success
Friday, January 25, 2013
Pay it Forward Friday
We are all busy and we all struggle to improve our own lives and that of those around us. But we also know at some intuitive level that helping people by doing good helps us to live a better life and feel better about ourselves. Can we help others by 'paying it forward', knowing that somewhere and sometime we may need help from others. Whether you call it 'paying it forward', creating good karma or simply as random acts of kindness, doesn't matter. What does matter is being open to the idea of helping others, because you can.
At Taylor Reach we are committed to helping others and offer 'Pay IT Forward Fridays' to do just that. Each Friday we set aside and hour or so to assist others with their call center, contact center, customer experience issues and questions. We do this at no cost and with no expectation of anything other than to be of assistance. Do you wonder which are the best metrics to use to manage your center? Are you looking at outsourcing and wonder the real risks and common points of failure? Would you like an opinion of one technology vendor versus another or one potential contact center location versus another? We can help.
If you would like to take advantage of Pay It Forward Fridays just send me an email and let me know what you issue or challenge is and when you would like to speak. We operate in the eastern time zone so during the work day is best for us. If coordinating a convenient time is challenge we will work to find a date and time that works even if it isn't Friday.
I hope that you will take advantage of our offer, and I hope that you to will find some way to 'Pay it Forward'
Colin Taylor
CEO & Chief Chaos Officer
The Taylor Reach Group, Inc.
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/01/25/pay-it-forward-friday/?utm_source=rss&utm_medium=rss&utm_campaign=pay-it-forward-friday
Tuesday, January 22, 2013
Call Center CX Consulting 'Sale'
Are you planning to employ a call center or customer service consulting service in this quarter?
Are you looking at improving your centers efficiency, increasing revenues, selecting new technologies or evaluating outsourcing options? All of these are tasks our experienced call center consultants have extensive experience completing.
Are you looking to assess your service quality, benchmark your customer experience? We have experience and can assist you with this.
Due to client project delays, The Taylor Reach Group has excess capacity. Our misfortune could be to your benefit. For projects that begin in January we will provide a 20% discount off our standard fees, minimum project size applies. Limited time offer.
To take advantage of this offer please contact Colin Taylor by email or phone (416-979-8692 x200)
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/01/22/call-center-cx-consulting-sale/?utm_source=rss&utm_medium=rss&utm_campaign=call-center-cx-consulting-sale
Monday, January 21, 2013
Measure your Schedule Efficiencies
I saw a good and very helpful post by W. Richard Spearrin, Jr. on the Linked In discussion group NorthEast Contact Center Forum regarding WFM and staff scheduling. This article has some great tips and suggestions to better manage your schedule efficiency.
The link to the discussion is here
The post is below:
Measure your Schedule Efficiencies
If your forecasts are completely in line, and AHT is within +/- 10% of the forecast day in and day out, but you are still failing to make your service goals, you may need to check how efficient your scheduling processes are.
Many companies use a schedule efficiency measurement for over- or understaffed intervals to see how well they are scheduling. Schedule efficiency refers to the match between the exact requirements for each interval and the number scheduled. There are sometimes too many scheduled due to the need to meet peak requirements with more than necessary resulting in the low volume periods (especially with all full-time staff). There may be periods of understaffing as well. Both under- and over-staffing count as mismatches. The level of inefficiency is a total of both compared to the total requirements.
This schedule efficiency measurement can show where you need to make adjustments. Those may be scheduling changes you need like split shifts or more part-timers or you could just have one or two days that are over-staffed. However, it could reflect a need for other options like flex schedules or 10-hour shifts to get people off the overstaffed days. Many folks have tools available in their workforce management system to measure this type of efficiency.
This week's tip provided by Rick Seeley of Convergys.
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/01/21/measure-your-schedule-efficiencies/?utm_source=rss&utm_medium=rss&utm_campaign=measure-your-schedule-efficiencies
Monday, January 14, 2013
Each Interaction is a Chance to Delight or Disappoint
By: Colin Taylor
I was sitting on my deck this morning a looked toward the lake and noticed the 6'metal post I have installed, next to the garden. On this post there used to be two satellite dishes one for the television and one for internet. In the past few weeks I have had the occasion to need to upgrade both of these services. As many of you will know cable and internet are two of the worst rated consumer services for customer satisfaction and it was with some trepidation that I embarked on my journey to deal with their respective customer care teams.
My house is a couple of hours outside of the city and as a result I do not have access to traditional cable of internet options. The solution for me has been satellite for both. In short order over a few weeks I had to call both providers; the head burned out on my satellite internet dish and the receiver for my satellite TV also died. My experiences with both customer service organizations were very different.
When I called Xplornet I was informed that the new 4G satellite was now available and that I could upgrade to this service for less than the cost I had been paying for older technology – great news, so I requested an appointment and was told the installer 'in my area' would give me a call to set up an appointment. A couple of days later I received a call from the installer and set up an appointment. On the appointed date and time I sat and waited for the installer to arrive, and waited and waited. I called the installer to see if there was a problem. The call went to voicemail. After a second left message and a few hours later I left, no installer and no satellite internet. I called Xplornet back and reported my no show and requested a new installer, as I didn't want to patronize the one that had left me high and dry without a call or response, ever. I was assigned a new installer and they called me the next day to set up the appointment, so far so good. So I headed back to the lake to be there when the installer arrived. But this was not to be, as I poured my first coffee as I waited the phone rang it was the installer saying they couldn't come today as one of their staff had quit. Disappointed, but undeterred, remember there is no other real internet option at the lake, so I rebooked for a week later. Hallelujah, the installer arrived and surveyed the property. After climbing about on the roof, cabin and shed, he announced that I would need a post installed. Now this didn't surprise me as I had mentioned my current dish was on a post to each of the installation firms I had spoken with. Unfortunately my installer was only on his second day on the job, apparently he had replaced the installer that quit, and he was unaware how they would treat a pole installation, but promised I would have a call back the next day to let me know. Well three days later I called back and was told that this firm "didn't do poles". No mention of my promised call back, no offered solution, just we don't do that. I was beginning to despair about ever getting internet again, when I decided to up my game.
In a previous life when I was running a large call center outsource BPO I had occasion to work with a large Canadian cable and wireless company had had spoken with their then CFO on numerous occasions. Well guess who happened to be a senior officer at Xplornet? I reached out to my contact at Xplornet and shared my frustration. I quickly received a response and commitment to help me fix my problem. With 24 hours I had spoken to operations staff and been assigned a new installer. I received a call from the installer to set up an appointment. The appointment was held; the installer was on time and quickly had me up and running. This example shows a great service recovery. Immediately I began speaking about the great service recovery rather than my initial problems.
At almost the same time as I was experiencing my internet issues, my satellite TV receiver failed – no lights, no signal, no service. I picked up the phone and dialled the provider, Shaw on their toll free number for customer support. My optimism flagged as soon as I got out of the automated IVR (Interactive Voice Response) system and heard those dreaded words, "we are experiencing higher than normal call volume". While this message, I know can be an excuse for poor forecasting and scheduling, I had no reason to suspect this was the case. But with this phrase I knew I could be in for a long wait, how long was the only question. The Shaw call center was quite helpful in this regard, "we anticipate answering your call in approximately 60 minutes". Wonderful, it would be quite a long wait. I held for a few minutes longer hoping for the opportunity to leave a call back number, but no such option was presented. After 42 minutes on hold in queue, I received another call and regretfully dropped my call and place in queue. A few hours later I was once again able to look at addressing my lack of television issue and once again dialled the toll free number. Once again more than 60 minutes to answer was identified. Though I couldn't be sure, I assumed that my receiver was dead and had burned out. While dutifully sitting on hold, in queue, I decided to drive to town and see the local retailer to see if they could assist me. I packed my 'dead' receiver into to the car, put the annoying hold music into my ear-bud and drove off. A twenty minute drive later and I was in the reseller office. After a five minute discussion and a quick power on test (it failed) I had a new receiver and jumped back in the car for my return drive. I got home plugged the new receiver in and powered it up. In a couple of minutes I had signal and was once again watching television. At minute 58 I hung up my call with the Shaw call center, as I no longer needed their services.
These two experiences underscored a number of points for me, which all service organizations can take to heart;
1. Even if you have challenges during a service dialogue, as long as you are talking to the customer you can still recover. Xplornet did this with some help from me and ultimately prevailed.
2. Choose you partners and suppliers carefully. When the installers didn't show or couldn't help, did I blame them? Of course I did, but I also blamed Xplorenet, after all they had chosen these installers to be partners in the first place.
3. Be accessible. Now I have no way to know if Shaw really was experiencing higher than normal volume, or if staff was appropriately scheduled, or if all of the staff scheduled to work showed up for their shift. But I do know that 60 minutes wait times at two different points of time during day is unacceptable. If there was an underlying network issue, they should have surfaced this on the IVR and provided an ETA for repair, if there was not a significant outage, where were all the calls coming from? Regardless of the cause the fact that I couldn't get through to the call center, was frustrating and time consuming. There are always ways of being accessible: Email, chat, voice through an overflow service provider, voicemail, and of course call back messaging: the solution I had hoped for but didn't get, that would have let me leave my number and have the phone system call me when it was my turn in queue. It is not surprising the this call back option is one of the most popular service improvements from a customer perspective, as it allows them to get on with their life without sitting and waiting for their call to be answered. In my situation, because I couldn't reach the call center, I had to take matters in my own hand and drove to the retailer. While at the retailer I could easily have purchased the competitive product. Had I reached the call center I likely wouldn't have faced that choice. Why would any company want to place a customer in front of the competition, especially while a little frustrated at your service?
Today I am still with both Xplornet and Shaw. The internet and satellite TV both are working well and trouble free. Each interaction we have with a company will influence our opinions and views of the organization. Each of these companies has in my mind has been changed by these recent service events. I have gone from having no real opinion of either company, to now having opinions and perceptions about how they will act going forward. Xplornet I know will get the job done and I believe is working to improve their processes. Shaw on the other hand remains unknown. Despite two abandoned calls from the phone number associated with my account I have had no contact. My perceptions of Shaw have degraded, I really wonder about their commitment to serve their customers and only hope I never have to call them again.
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/01/14/each-interaction-is-a-chance-to-delight-or-disappoint/?utm_source=rss&utm_medium=rss&utm_campaign=each-interaction-is-a-chance-to-delight-or-disappoint
Monday, January 7, 2013
Staff Turnover Results for Selected Industries 2012
Snapshotz Online, the call center audit and benchmarking tool, recently reported staff turnover profiles for the following industries: Financial, Public Sector, Retail, Services. These are based on reportings over the last 18 months worldwide.
via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2013/01/07/staff-turnover-results-for-selected-industries-2012/?utm_source=rss&utm_medium=rss&utm_campaign=staff-turnover-results-for-selected-industries-2012


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For this week's instalment of the Show us your Scars series we caught up with Trek-Segafredo rider Bauke Mollema.
Fortunately he has managed to avoid any serious injuries in his career – his worst being a broken elbow that required surgery – but that hasn't stopped him being a number of crashes throughout his time in the peloton.
>> Struggling to get to the shops? Try 6 issues of Cycling Weekly magazine for just £6 delivered to your door <<
>>> Show us your Scars: Bernard Hinault
He says after a crash he is always a bit afraid and will brake earlier for a corner (it's nice to know that the pros have doubts too!) and if there has been a big crash involving lots of riders then Mollema believes you can feel this effect throughout the peloton for the next few days, which can often lead to even more crashes.
>>> Aero bike vs climbing bike: Bauke Mollema tells us which he prefers
Mollema has grabbed two Grand Tour top ten finishes in his career including a sixth place at the Tour de France in 2013. He is currently competing in the spring Classics but will no doubt be gearing up for another attempt at cycling's biggest race in the summer.
Come back at midday next Thursday for the latest instalment of Show us your Scars featuring An Post-Chain Reaction's Sean Bennett.


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Amber Truehart, MD, is an expert in pediatric and adolescent gynecology. She specializes in the diagnosis and treatment of a wide range of gynecologic conditions affecting infants, girls, teens and young women, such as painful or heavy menstrual bleeding, labial adhesions and vulvar disorders. Dr. Truehart provides preventive and routine care for girls and young women up to age 26.
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Young professionals who are not sure how to manage recent college graduate jobs can learn this skill with some tips in the following post.
If you think your work should speak for itself, why are so many famous artists unknown until their death? If you want to be known in this lifetime as a master at your craft, you'll need to learn how to manage up. You're probably good at letting others know how great your people are or how wonderful your company
Follow this link:
Top Internships for Students
Popular Jobs for Recent Grads
Jobs in Growing Industries


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Registration & Records
Neill A. Currie Building (NCB), 2201 Hull Road, Fayetteville, NC 28303
Phone Number
Office Hours Monday - Friday
Corporate & Continuing Education
We offer academically rigorous, yet accessible and affordable education options for anyone seeking new job skills and career training, or an opportunity to explore your creativity through a new hobby.
Just finished a Non-Credit Class? Please take the survey!
Benefits of Non-Credit Continuing Education
- Day, evening, weekend, and online courses available
- Certificate programs for industry approved credentials
- No lengthy admission process or transcripts required
- Quality education in a short amount of time
Explore each program area or contact 910-678-8386 for assistance.
Continuing Education to Curriculum Credit for Prior Learning
Several of FTCC's Continuing Education (CE) courses offer transfer credit when applied to a related FTCC curriculum program. See the course list for more information.
Corporate & Continuing Education Programs
- Barbering & Cosmetic Arts
- Building/Construction Trades
- Business Management
- Certification/Re-Certification/Licenses
- Certified Personal Trainer
- Communications
- Customized Training & Economic Development
- Defensive Driving
- Emergency Services
- English-as-a-Second Language
- Extension Education
- Fire Training
- Healthcare Programs
- High School Diploma


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Greg Bird - Ray White
Outstanding Service "ALWAYS" I strive to provide the highest levels of service to my clients by keeping them continually informed and working with them to satisfy their Real Estate needs in a fully professional manner. A happy, positive result for you either as seller or as a new home owner is my most satisfying reward. Work with me and you have the back-up of the very successful multi award winning team at Ray White Richmond. Thirteen years experience in the Real Estate industry means you can be assured that your real estate needs are handled professionally by a competent, trusted, licensed salesperson. Twenty three years previously spent in the education sector has added to my ability to work with people, listen to their needs and jointly set goals to ensure their satisfaction with all their real estate transactions. Having now lived in Nelson with my wife Jackie for 20 years has also given me a real passion for living and working in the Nelson / Tasman region. This passion for the region we readily pass on to those considering a move to this very special region. … Greg not only helped us to find the home of our dreams but helped us settle into Nelson. Being out of town meant it was that was much more stressful but Greg put us at ease with his courteous professional approach and genuine empathy. We have come across a lot of agents but Greg is one of the special kind that you know you can trust. We would recommend him to anyone, you can't go wrong when he is on your team. John and Nigel


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love by nature exacts a pain, can you love without pain?
many late nights without hope.
I waited for you, in deep unexplored oceans.
I searched without finding.
I crumble at the darkness of old times.
because I forgave you, yes, for everything.
things I refuse to remember eat away at me, slowly.
and it's like I didn't mind because I'd rather feel pain than nothing at all.
numbness scares me.
and now, I am numb to you.
and refuse to stand in the cool blue.


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By viola
If you are the holder of the Bass Pro Shops credit card issued by Capital One (Bass Pro Club Card), you can pay your card bill in any of the following ways. You can pay:
- Online: Log in to your account here and make your payment.
- By Mail: Send your payment to the following address: Bass Pro Club Card, Attn: Payment Processing, PO Box 71083, Charlotte, NC 28272-1083
- By Phone: The Bass Pro / Capital One credit card customer service phone number for payments is 1-800-300-1723.
Read more here:: howyoupayit


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|The Cape Peninsula University of Technology (CPUT) Electronic Theses and Dissertations (ETD) repository holds full-text theses and dissertations submitted for higher degrees at the University (including submissions from former Cape Technikon and Peninsula Technikon).
Now showing items 1-1 of 1
Bioflocculant dissolved air flotation system for the reduction of suspended solids-lipids-Proteinaceous matter from poultry slaughterhouse wastewater
(Cape Peninsula University of Technology, 2016)
Poultry slaughterhouse wastewater (PSW) contains organic matter that can be degraded by microorganisms. Such matter can further be used by the microbial community as a nutrient source for growth. Moreover, this type of ...


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Enhance your meal by pre-ordering a delectable Mickey Mouse Celebration specialty cake. Cake delivery can be arranged for Guests with reservations at participating table-service restaurants at Walt Disney World Resort.
Mickey Mouse Celebration Cakes
Order a fun and festive cake in the shape of Mickey Mouse!
You can add a Mickey Mouse celebration cake to any future reservation by calling (407) 827-2253. Or, order in-person at the restaurant's host podium, or at the Concierge Desk at your Disney Resort hotel. Guests under 18 years of age must have parent or guardian permission to call. Requests for same-day cakes must be made in person upon arrival at the restaurant.
Please note:
Guests staying at Disney Resort hotels can enjoy delectable dessert delivery.
You can arrange to have a cake delivered to your room by pressing "Dining Options" on your in-room phone, or by calling (407) 827-2253 at least 72 hours in advance.
Sweet Treats Delivery to Resort Rooms
Guests staying at Disney Resort hotels can enjoy sweet treats delivered to them in a custom gift basket or in-room celebration by calling (407) 939-4438. Imagine how delighted your friend or family member will be when they see they've received such a special surprise!
Pre-order and pick up an exquisite, handmade cake to enjoy in your Resort room or at home.
From sophisticated creations to Disney character-inspired designs, there are options to please every palate at Amorette's Patisserie.
Even as the Disney Cast Member guides you around our site, they will be unable to access or view any files or information on your device or anything you type.
To stop the session, click the X in the screen-sharing window at any time. You can remain on the phone with the Cast Member.
Enter the code provided by the Cast Member and Accept to get started.


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Volkswagen Passat vs. Kia Optima
The 2019 Volkswagen Passat is a midsized family value sedan packed with great features for everyone in the Kansas City area to enjoy the ride. Passat has one of the largest cabins in its class, while being economical to run while being safe and fun to drive. It is all done the best way Volkswagen knows how – with superb German engineering, and built here in America.
Kansas City customers are picky and want something that can do the same – even with more space and utility. Bud Brown Volkswagen customers have been looking at the Kia Optima in comparison to the Passat. Let us see how they stack up with each other.
|2018 Volkswagen Passat S
|2018 Kia Optima LX
Engine (Standard)
|2.0 Liter turbocharged I-4 – 174 HP
|2.4 Liter I-4 – 185 HP
Combined Fuel Economy
Curb Weight
|3263 lbs.
|3219 lbs.
Rear Sear Room (Head/Leg/Shoulder in inches)
Cargo Space
|15.9 cu. Ft.
|15.9 cu. Ft.
Base Price
The first thing that comes to mind is how well the Passat stacks up with the Optima. There are some advantages the Volkswagen has to offer: Better warranty coverage, more standard equipment, better technology and active safety features that are also standard on the Passat.
The Passat comes in four trim levels – S, SE, R-Line and SEL, offering an array of standard equipment and safety features to keep it going through its paces.
You can see the 2019 Passat at Bud Brown Volkswagen. Come for a test drive and check out our deals for this exciting new all-around vehicle.


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BREAKING: Mass Shooting Breaks Out at Colorado Movie Theater 2:45
UPDATE: According to CNN Source: Suspect in shooting at screening of Batman movie had colored his hair red and told police he was "the Joker."
Warning: This video is graphic. A mass shooting occurred early Friday morning in Aurora, Colorado. The shooting happened at a midnight premier of The Dark Knight Rises. Authorities say 12 people have been killed, and 71 people have been injured. One hundred FBI agents are on the scene, in addition to local authorities. Police arrested 24-year-old James Holmes of Aurora, Colo., for the shootings. The multiplex was packed with people watching the midnight showings of the movie. Police say there was a lot of confusion after the first gunshots because many people thought the sounds were coming from the screen. Police went to the suspect's house after being tipped off that it was full of explosives and had been booby-trapped. Police say they have seen questionable devices inside his apartment. The woman who lived below the suspect called police after hearing strange noises.


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University Of The Arts London (UAL) University Guide
Of the hundreds of artwork faculties in America, a few stand out within the art world as the best faculties based on academic value. Communication, collaboration, and time administration expertise are emphasized all through this system to make sure graduates are acclimated to the extraordinary professional tradition that awaits them. The 4 12 months certificates program supplies college students with a disciplined method to the examine of Motion Footage & Television.
Merging the classical tradition of finding out western art with the talents and apply of a high-quality artwork education, our college students gain the unique perspective and skill to debate broad themes round history's most enduring and galvanizing works of art.
The Faculty of Industrial Design's MFA program offers advanced research within targeted fields of bodily design. The Faculty of Illustration's AA program emphasizes the fundamentals of illustration and gives a balanced method to classical and digital illustration strategies and ideation skills.
With an emphasis on math and goal-oriented programming by means of the usage of advanced algorithms, students will develop robust problem-fixing skills, study to jot down environment friendly code, and collaborate with artists and designers to offer optimized options for sport design.
As soon as earned, the Affiliate's diploma can also be used as a stepping stone to a Bachelor of Science or Bachelor of High quality Arts diploma as it gives a foundation for advanced game improvement coursework. The MFA Jewellery & Metallic Arts program emphasizes advanced studio coursework and idea improvement.


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♥Love ¥Money ♣Luck
March 21 – April 20
This is an up-and-down week as your dreams start to emerge. While it's wonderful, you may question their substance (will they just disappear?). Welcome them as you would a confused relative who has landed from another country. Help them fit into your life. Let gratitude be the reason they stick around. Dreams need tending as you nurture them to grow. The Sun sextile Pluto is about to show you how. Be a revolution unto yourself.
April 21 – May 21
Stand your ground. Jupiter, the Sun, and Mercury are opposite your sign. They're in your partnership sector, and they want it now. If you're feeling drained of your last ounce of energy, pull in your resources. Find a spot to relax and wrap yourself up. Stay cozy in a warm blanket and if there's time, take a snooze. Taurus the Bull can charge when provoked, refuses to budge when necessary, and must have time out to get back up to speed. Think of it as a little credit in your sleep account.
May 22– June 21
Mars and Venus chase hearts and flowers in your romance sector. But Jupiter, the Sun, and Mercury vie for attention in other areas. If you find it a challenge to exercise or finish work projects, it's no wonder! Then Mercury and Venus both bow out of their duties this week. Mercury wants fun and a light hearted approach. Venus is sultry and sexy, but still has a requirement to get to the bottom of things. Keep your focus on the body beautiful and you will see results.
June 22 – July 23
How much of yourself can you expend right before the holidays? The shift in seasons is always an adjustment. Warm wishes to friends and obligations have a way of tumbling on top of each other. The stars do their best to help. Their focus is on romance, and uprooting any creativity you have been sitting on. Don't judge yourself. Just do it! You are unique and special. Venus enters this area to bring recognition and luxury to your expression.
July 24 – August 23
Sometimes you have to go out there in the muck. Ceres in Leo gives you the option to stay cozy and comfy, but your integrity has a way of taking you back into the world. Think about what sustains you. The sign of Leo governs the heart. When you feel good about your choices they tend to work for you. Mercury transits to your romance sector so you can connect. Venus joins Jupiter and the Sun. They ask you to consider what you'd like to do about expanding your home.
August 24 – September 23
Things start to move in your favor. You can't do everything at once. Priorities may seem about equal. The stars rearrange to help sort where you'd like to put your energy. You really can make a difference, and you do it with grace. Three planets, Mercury, the Sun, and Jupiter, combine to focus your thoughts. Which ideas appeal the most? Your ability to get through to others is at a peak. Venus joins this group, adding a curvy connection which could end up meaning more money for you.
September 24 – October 23
You're losing your ruling planet, Venus, as she moves from your sign to another. Purchase those facial products and get a spa treatment if you like. This goddess of beauty transits to your solar second house, with her focus on your finances. Generally she is able to lasso a bonus, or make an investment that keeps going up. While her attention lasts only four weeks, you can enjoy feeling secure about choices you make. You'll feel stronger too, and others will notice.
October 24 – November 22
Mysteries galore, and you're not going to miss any of them. Don't worry about the timing, even though your intuition may have kicked up a bit lately. The stars have a galactic clock which includes events on earth. You'll feel motivated to take action at just the right time. Asking to be a channel for beneficial change? Venus lends her persuasive charm to help build a team with Jupiter, the Sun, and Mercury. They're all in Scorpio. People tend to agree when she's around.
November 23 – December 22
Sagittarians live for honesty. There is nothing more shocking than to see those who act unfairly gain advantage. Lessons learned lately may be contrary to your nature, but have helped expand your radar. Saturn in your sign continues to point this out (sorry). At the same time, three planets in your dream sector, Mercury, the Sun, and Jupiter, stir things up. Then Mercury leaves and Venus joins them. Feel your way through this. The insights you build have value.
December 23 – January 20
In the full light spectrum or not (visible or invisible), an angel stands near you. She's known as Juno, and she's in your sign. Considered the 'constant companion', this asteroid goddess makes sure you're not alone. Secrets are coming to the surface at a surprising rate. While you may have felt them, until they showed up, there wasn't much you could do. Venus joins in to make sure you receive compensation.
January 21 – February 19
You may be about to do a complete turn-around. Partly from exhausting your avenues of choice, and partly from finding more to live for. There's a surge of completion coming in so you can get on with what makes you happy. The nodes of the Moon are retrograde. You're in a time of reassessment. The path towards your answers is not crystal clear. The celestial guides have set it up this way. During this soul-cleansing, make sure to focus on what works for you!
February 20 – March 20
Tired of sensing the cosmic current? Feel too much, with no shore to hold you? During turbulent times, you are given gifts. One is to grapple with choices that affect you down to your core. If you picture your future and look back at yourself, what would you share in this moment? Jupiter, the Sun, and Mercury have a strong spiritual pull. Venus joins them, showing the beautiful side of intangible reflections.


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This product is not available to ship by air. Ground shipment only.
The Pisen rechargeable mobile power bank's lithium ion batteries give you 7,500mAh of backup power for your mobile phone, tablet or other digital device. Unit features charging indicator lights and includes a micro USB cable to charge the power bank. There is also a handy LED flashlight. Output is rated at 2A. This product has undergone the most rigorous testing in the industry and is SGS Q, BC (California Energy Commission), CE / IECEE and FCC VOC certified.
2 5/8" W x 4" H x 1 1/16" D
ABS Plastic, Polycarbonate
This product is not available to ship by air. Ground shipment only.
5-10 Working Days
(After artwork and credit approval)
8" W x 10" H x 15" L
15lbs / 20pcs
(Approximate figures)
Find items faster with specific category searching.


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07/14/2016 – Ephemeris – The first anniversary of New Horizons flyby of Pluto
Ephemeris for Thursday, July 14th. Today the Sun will be up for 15 hours and 14 minutes, setting at 9:25, and it will rise tomorrow at 6:11. The Moon, 3 days past first quarter, will set at 2:57 tomorrow morning.
One year ago today the New Horizons Spacecraft flew past Pluto for our first closeup look at this small world and its satellites. And wow, what we saw. In actuality not all the data from the few hours of the flyby have been returned to the Earth. We saw ice mountains as high as the Rockies, Nitrogen plains that look like they flowed from what may be heat from below, and a possible subterranean water ocean, which was recently reported. New Horizons has already tweaked its orbit to pass near another Kuiper Belt object 2014 MU69. Recently The New Horizons team received the go-ahead for the encounter with this, perhaps 20 mile diameter body. The flyby will take place on January 1, 2019.
Times are for the Traverse City/Interlochen area of Michigan. They may be different for your location.
Here's more information from EarthSky.


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Swivel Glider Recliner with Heat - Various Colors
In stock
Starting At $819.00
Kick back after a long day of adventure in the comfortable and luxurious Thomas Payne® Swivel Glider Recliner in Grantland Doeskin by Lippert Components. This durable and stylish recliner swivels and relines easily and will enhance the interior of your RV.
Not only will you enjoy the comfort of the Thomas Payne® Swivel Glider Recliner, but you will also love the style and elegance the rich upholstery and modern contrasting stitching brings to your RV. The Swivel Glider Recliner is also low maintenance and easy to clean, perfect for those traveling with pets and kids!
- Supportive high-density foam covered in low-maintenance upholstery
- Recliner measures approximately 32" x 38" x 40" (W x D x H)
- Sitting surface measures 19" x 21" x 20" (W x D x H)
- Wall Clearance Needed: 19" Bottom, 12" Top
- Fully Reclined Depth: 63"
- Comes equipped with heated seats
- Comes with a one-year limited warranty
|Thomas Payne®
|Country of Origin
|Sales Unit of Measure
Support Documentation
Explore manuals, videos, FAQs and more associated with this product.Learn More


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As I mentioned last week, I was recently cleaning out my cedar chest to get the lid closed. In the process, I realized some of the stuff in there needed to be put to use. Why in the world should I save a Clinton-Gore t-shirt from 1992 that I could be ironically wearing today? There were also a few things that could go to Goodwill. I'd saved them for sentimental reasons but they didn't really have any sentimental value. For example, I'd saved a Christmas advent calendar that we'd used for a couple of years in the early 1990s. It had a bear that moved from pocket to pocket as the days passed, but he was top heavy and so was constantly doing headers into the floor, causing me to have to look at a real calendar to put him back in the pocket where he belonged.
Anyway, I finally cleaned out enough stuff to get the lid closed but was left with a small collection of engraved silver baby gifts that I have no use for but can't give away because, while they have no sentimental value, I know they should. I immediately consulted Pinterest, but my search on "silver baby cups" came up mostly empty except for a few people who repurpose them as punch cups, an idea that doesn't work for me because I'm certainly not buying more of them, and I can't remember the last time I served punch anyway. I didn't even bother to search for the other items.
A few days later, as I was on the way to a vintage market with my son's girlfriend, I mentioned that I was looking for ideas about what to do with engraved silver baby cups. She was perplexed…not so much about how to reuse them but more about why people would give such a thing as a baby gift. As I found myself trying to explain, I realized that it is beyond explanation. I know Mitch never drank out of either of his cups or played with the rattle. I'm pretty sure I never used my cup, although it's possible I used the fork and spoon to eat something very small, like peas. I have no idea about Dave, although I wouldn't be surprised if he used the napkin ring. His family was very proper, and I can easily imagine his mother placing a cloth napkin folded in a monogrammed silver napkin ring into his pudgy baby hand. But I digress.
These silver baby gifts have been sitting on my counter for the past three weeks, and I still have no idea what to do with them, so I'm issuing a challenge. Offer me an interesting idea for something I can make out of five cups, two forks, a spoon, a rattle, and a napkin ring, and I will, in return, send you a handmade gift.


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Before moving to Italy, I didn't even know there was an International Women's Day. It's not something that's is actually celebrated in the U.S. So when I saw these weird little yellow pom pom looking flowers I was confused. This flower is a Mimosa? I thought that was a drink? There's a cake that looks … Continue reading To you: The Inspirational Woman reading this…
A love letter to Italy
Dear Italy, Do you remember when we first met? When I began to dream of having a life with you? It was April 2004. Our first night in Rome and it was raining. For some odd reason, I didn't have my umbrella with me. Instead of packing it in a carryon, I left it in … Continue reading A love letter to Italy
The circus came to town!
Did you ever go to the circus as a kid? I did. In the States, we had the famous Ringling Brothers and Barnum & Bailey Circus. Dubbed as 'THE GREATEST SHOW ON EARTH' this was a big deal. Clowns, animals and over priced drink galore but we looked forward to going when we could afford … Continue reading The circus came to town!
My Favorite Italian City…
Years ago, when someone would ask me that question, I had a much different answer. Picking a favorite city was like asking me which flavor of gelato I like best. I can't just pick one. However, that was before I made a life here, learned the language and began to find my groove. I completely … Continue reading My Favorite Italian City…
2018 One Word Theme: ME
It's time once again to sit and review the past year that didn't pan out the way I had hoped. Last year, I had high hopes for 2017. I still remember writing my post and being so excited. My theme was MORE. MORE knitting- I was going to start knitting again and try to pick … Continue reading 2018 One Word Theme: ME
My Italian Connection: Lessons in Family History
*This post is part of a Bloggers Link Up that I decided to participate in. Thank you to Kelly from Italian at Heart, Jasmine from Questa Dolce Vita and Kristie from Mammaprada for hosting. Click on the badge below for more information and to read about the other bloggers participating this month. December's topic is: … Continue reading My Italian Connection: Lessons in Family History
Back to School: Italy vs USA school lunch
School is back in full swing and I finally have some me time. Last month I wrote about the differences between buying school supplies in Italy vs USA. Today, I want to continue the 'Back to School' comparison but this time we're talking about LUNCH! We've all seen those videos of lunches around the world, … Continue reading Back to School: Italy vs USA school lunch
Back to school: ITALY vs USA school supplies
We've just finished our first week of school and the girls are just as excited now as they were on the first day. It's hard to believe that we now have a second grader, kindergartner, and a pre-kindergartner! Every year that passes, the things I thought were strange have now become normal to me. So … Continue reading Back to school: ITALY vs USA school supplies
Our family vacation 2017: The Vlog
We did it! We survived our busiest summer yet! We have just returned from our annual trip to Bellaria and instead of writing another post with lots of pictures, I decided to do a Vlog. I will warn you now that talking is minimal as my approach to making it was more for the kids. … Continue reading Our family vacation 2017: The Vlog
Giro del Gelato: Gelateria dei Neri
On a hot Florentine night, after witnessing a lovers quarrel on the street, we stopped at Gelateria dei Neri. The place was crowded so I took that as a sign that it was going to be good. My niece and sister in law were still on their Granita kick but I knew my girls wouldn't … Continue reading Giro del Gelato: Gelateria dei Neri


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Does your love make it feel as though you're walking on sunshine, swinging from the stars? Then, for your next date, let your body soar – along with your heart – high up in the …Continue reading
Tag: helicopter flight
Pleasure Flights and Scenic Flights
What on earth is a pleasure flight? That's what I wanted to know. And after a bit of research, I discovered that it is not as dirty as it sounds and has nothing to do with …Continue reading
Adventure Gift Options available from the V&A Waterfont!
From the V&A Waterfront, helicopter flights to sunset cruises and exquisite restaurants, Celestial Gift Experiences has something for every one and something for every occasion. A power boat experience in the form of a power …Continue reading
Helicopter Flights, Scenic Flights, Flight Training and more…
Helicopter charter flights around South Africa are an absolute must-do if flying is on your to-do list. Celestial Gift Experiences has some breathtaking air experiences on offer that should not be missed. If you are …Continue reading
Flying Experiences
The ability to fly is something I am sure many people would love to have. I know that I would love to just leap off the ground and soar like a bird…but I am not …Continue reading
Flying Experiences Are Great Aerospace Gifts for Him
Sourcing and selecting the ideal gift for him can be a total 'hair puller' especially if he has everything under the sun already. Buying gifts for men is actually quite easy. Unique gift ideas are …Continue reading


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Crushing defeats from Ancient Rome to the 21st century, Mir Bahmanyar, Osprey Publishing.
"This book focuses on a selection of battles where the commander of one side got it right and won an overwhelming victory, or where the other side got it terribly wrong," writes Mir Bahmanyer in the introduction to "Vanquished." From Cannae (216 BC) and Zama (202 BC) to Grozny (1994-95) and Qala-i-Jangi (2001), Bahmanyar (a U.S. Army Ranger turned film producer/screenwriter) revisits 17 battles that ended in annihilation — that is, where one side destroy[ed] the other completely, at least in terms of combat ability.
One might think that military history would be punctuated with countless one-sided defeats, but few battles of annihilation have been fought since the middle of the 20th century, observes Bahmanyer, and annihilation now comes mostly in the form of actions against unarmed civilians. Ironically, several of the glorious victories addressed in this book — like Little Big Horn (1876), where Sioux and Cheyenne Indians wiped out the 7th Cavalry under Lieutenant Colonel George Armstrong Custer — only seemed to hasten the ultimate defeat of the victors. And in some cases, an army's defeat —the Prussian Army's failure at Jena-Auerstädt (1806), for example — led to reforms that helped it become one of the most feared military machines of the later 19th and early 20th centuries.
At the end of the book, Bahmanyer attempts to explain why modern warfare creates few opportunities for decisive encounters, placing the blame in part on the removal of leadership from the battlefield and the trend in modern times to direct and wage war from a distance. "Yet even after thousands of years of fighting, one thing hasn't changed: there is still no formula that ensures military success. Systems, simulations, science, and studies are of course all very valuable, but not defining in and by themselves," begins Bahmanyer. "War is uncontrollable once unleashed."


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Shrieve-Hawkins named SF State Director of Athletics
SAN FRANCISCO -- (March 29, 2018) -- Stephanie Shrieve-Hawkins, a seasoned college athletics administrator with two decades of diverse experience, has been appointed San Francisco State University's Director of Athletics. Her appointment takes effect May 1.
"Stephanie Shrieve-Hawkins is uniquely suited to leading Gator athletics," said SF State President Leslie E. Wong. "I am excited about the future under Stephanie's leadership."
Shrieve-Hawkins will lead an athletics program featuring 12 teams and over 250 student-athletes competing in NCAA Division II. A member of the California Collegiate Athletic Association, SF State has enjoyed noteworthy success in men's basketball, men's soccer and men's wrestling. The school's women's outdoor track and field team is currently the top-ranked program in NCAA Division II.
"I am honored and proud to serve as the new Director of Athletics at San Francisco State University," said Shrieve-Hawkins. "Gator Athletics has a strong foundation of success both academically and athletically. I am looking forward to working with the student-athletes, coaches and staff who have sustained that success."
Shrieve-Hawkins has served since 2006 as Associate Athletic Director at Saint Mary's College of California, a post she also held from 2000 to 2004. Her duties included supervising multiple sports programs, academic and student services, sports medicine, strength and conditioning and internal operations. She also provided guidance on NCAA compliance issues.
"We could not be happier to have Stephanie as our new athletic director," said SF State Assistant Professor Nicole Bolter, who co-chaired a national search for the position. "Stephanie's philosophy for the student-athlete experience fits quite well with the mission of a DII program such as ours. She is well-positioned to genuinely understand and enhance the experiences of our student-athletes."
Shrieve-Hawkins also has served as a development director at the University of California, Berkeley and Associate Athletic Director/Senior Women's Administrator at the University of California, Irvine. She long has been actively engaged in NCAA policy initiatives and served on the West Coast Conference and Big West Conference executive committees.
A San Francisco native whose father, sister, and stepfather all earned degrees at SF State, Shrieve-Hawkins earned an undergraduate degree at California State University, Fullerton and a master's degree in Health, Physical Education and Recreation (Kinesiology) from Saint Mary's. She lives in Berkeley.
San Francisco State University is a doctoral public university serving students from the San Francisco Bay Area, across California and beyond, with nationally acclaimed programs that span a broad range of disciplines. Nearly 30,000 students enroll at the University each year, and its more than 249,000 graduates have contributed to the economic, cultural and civic fabric of San Francisco and beyond. Through them — and more than 1,700 world-class faculty members — SF State proudly embraces its legacy of academic excellence, community engagement and commitment to social justice. For more information, visit sfsu.edu.
For more information contact Brandon Davis, email@example.com, 415-338-1579 or Mary Kenny, email@example.com,415-338-7108.


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The Fall of the Nibelungs
"The Fall of the Nibelungs" is Margaret Armour's plain prose translation from the middle high German of the "Nibelungenlied", a poetic saga of uncertain authorship written about the year 1200. The story is believed by many to be based on the destruction of the Burgundians, a Germanic tribe, in 436 by mercenary Huns recruited for the task by the Roman general Flavius Aëtius. The introduction to the 1908 edition summarizes the story, "And so 'the discord of two women,' to quote Carlyle, 'is as a little spark of evil passion, which ere long enlarges itself into a crime; foul murder is done; and now the sin rolls on like a devouring fire, till the guilty and the innocent are alike encircled with it, and a whole land is ashes, and a whole race is swept away.'", a story not for the faint of heart. Summary by Phil Schempf.
Dedicated proof-listeners: Carolin Ksr & DaveC
Dedicated proof-listeners: Carolin Ksr & DaveC
Genre(s): Action & Adventure Fiction, Myths, Legends & Fairy Tales
Language: English


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I need a way to copyright my blogs. My last one was stolen and put here:
You don't have to go to it. The author didn't even read my post. He or she read the first few paragraphs and categorized it under "politics."
And then he or she put tags like, "celebrity news." Psh. Yeah, right. Like I care about celebrities. Probably the only one I like is Kathy Griffin. And many people haven't heard of her.
Anyway, I just left my computer for about an hour after writing those last few paragraphs, so I forgot what I was going to write about.
TTFN. Ta-ta for now.


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These two phrases mean a lot of things to a lot of different people.
In my daily work with victims and survivors and abusers and the families of each, I've come to form a new understanding to these two words. (victim & re victimization)
I have never quite fully understood why I have done some of the things I have done or seen others do. If you have never been a victim or an abuser, you may never fully understand the impact this has. Impact can be short term or long term and can cause your ability to judge or to rationalize right from wrong to be misconstrued. For abusers and or victims it's sometimes harder to decipher between right and wrong or normal and abnormal behavior, then it is for someone who's never been exposed to such treatment.
With this being said, it is easy for predators to often re-victimize victims by getting them to do things they normally wouldn't do if they had not been exposed to such treatment.
I am not a doctor nor am I a licensed counselor, I do believe this allows me to look at things with an open mind and see some of the shortfalls in our clinical psychology programs. Let me give you a few examples. If a man never had electricity would he miss electricity? If a child never learned to drive a car would they hate riding a bicycle? A mother who grows up in an ideal situation would hate it if someone had her kids and was using them as pawns to hurt her by hiding them or keeping them past the atime they were supposed to be back.
However, someone who has been a victim of abuse domestically, sexually, whatever the case may be, is less apt to find this unacceptable. So, the point I'm making is, when you are exposed to immortality, cruel, and unusual treatment, it has long-term effects on your ability to judge and distinguish between right and wrong as well as unacceptable behavior.
Most counselors, psychologist, doctors and other professionals would probably argue this with me on many different levels. But as a survivor of child abuse and being bullied at home, I became a bully and then escalated to emotional, verbal and sometimes physical abuse. All of these were learned traits. I was extremely vulnerable, because I was exposed to them in various occasions growing up and in relationships. This has had a devastating impact on my ability to distinguish between right and wrong and acceptable and unacceptable behavior.
The cause and effect of such treatment is allowing victims to become abusers, without ever fully comprehending what they're doing. Exposure to such treatment oftentimes blurs our perception and reality.
These two phrases mean a lot of things to a lot of different people.


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Patio Installation Contractor Hiring Checklist
A patio is a good house extension as it can be an alternative place where you can have dinner or recreation with family and friends.
And if you are somehow in the process of having one installed in your place then you will have to consider some important things and that most importantly includes the process of hiring a patio installation contractor that you can trust. It is very important that the basics will be in place so that you cannot go wrong in the prospect of having the patio that you have in mind be properly installed.
Before you start your hiring for a contractor, you have to determine on your end the kind of materials you wish to use for the patio, its size and location in your lawn, as those are major decisions. You can ask for referrals from some of your friends or neighbors about some contractors that they have had hired service with and that you can use to do your patio needs that you planned on having.
Aside from the referrals that you got, you may also need to look into websites for patio installation contractor and look for most reputable ones that you can list to conduct an interview with. But you must ensure that the needed license, insurance, and bond are there aside from the qualifications of having the skill, expertise, and experience in relation to patio installation.
It is very important that the workers or the contractor that you will hire will meet your specific needs and that you can rely on to deliver that work you require.
You can interview a few and get details from them after discussing your plan, and see what their perspective and opinion on it and how they will go about their own plan, and get a quotation from them there. Listen carefully as to how they professionally deal with you, and then get as much information about them, their work, their company to reaffirm what you have already known.
Make the selection from there with whom you find to offer a good deal of service, that which can be trusted, relied on and that have the commitment to doing the job.
Once all is set, make sure that all that you have discussed about, agreed and mentioned are all stipulated in a contract to make sure everything is legit.
Having all in place, and with the most reputable and trusted patio installation contractor hired, you are now ready to set your path and look forward to the completion of the patio you have always wanted to be installed.


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Get the assistance you need in considering bankruptcy options, reinstating a driver's license, planning an estate, or filing for Social Security or disability. Get personal representation in matters of family law, municipal law, real estate law,
criminal law, or personal injury. We have been in business since 1989.
Email: firstname.lastname@example.com
Phone: 815-224-8157
Fax: 815-224-8159
Office Hours:
Monday - Friday: 8:00 AM - 5:00 PM
Saturday: 8:00 AM - Noon
Evenings by appointment
We are a federal debt relief agency under U.S. bankruptcy law.
Member of the Illinois State Bar Association - Northern District of Illinois and Central District of Illinois
3815 Progress Blvd., Suite A
Peru, IL 61354
We accept:


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This flight booking website template can be the perfect starting point for building a flight booking website, It can be used for ticket travel agency, aviation company, flight training and flight scenic services.
JB Flight is built on T3 Framework then JB Deluxe has all power features of T3. The document and user guide of this template you can reference at http://www.t3-framework.org/


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Kedel is following strict Government guidelines to keep our workers and customers safe. And the Covid-19 virus hasn't stopped us working yet. So, Order with Confidence!However, we are experiencing unusually high volumes of orders, plus Royal Mail and hauliers report up to 5 times more packages than normal.Therefore, delivery times given are our best estimates. We also regret that customer collections from our Burnley unit are also temporarily suspended.
Home > Products > Parks and Leisure > Recycled Plastic Benches
A simple, robust outdoor bench for school playgrounds, recreational areas, community play areas or a private garden. Anywhere children sit or play. Will never rot and lasts for generations. Recycled plastic throughout. UV protected colours, never need painting.
Delivery: £50.40
You will receive an email when we dispatch your order and your delivery will follow 3-4 days later.
© 2020 Kedel Limited
Delivery | Privacy Policy | Terms and Conditions
eCommerce Software by Bluepark
Contact Us
Kedel Limited, Old Transco Depot, Oswald Street, Burnley, BB12 0BY
Telephone: 01282 861325


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Fake Money Used In Which Movie Was So Realistic It Led To A Real Counterfeiting Investigation?
Answer: Rush Hour 2
It's a fine line to walk in producing a movie: you want to create a realistic cinema experience for movie goers, but you don't want to end up so realistic you run afoul of the law. The cocaine is supposed to be fake, the bullets blanks, and the money, well, funny.
In the case of the 2001 action film Rush Hour 2, however, the funny money wasn't so funny. Prop company ISS did such an excellent job creating fake money for the scene at the end of the film, where over a hundred million dollars rains down onto the street, that movie extras and pedestrians alike walked off with the fake money and attempted to spend it. Although the fake hundred dollar bills weren't direct replicas, the backs, shown here, clearly have differences (like a different estate pictured and "In Dog We Trust" instead of "In God We Trust").
So many of the fake ISS bills ended up in circulation that, ironically, the Secret Service was called in to investigate the prop money (and potential fraud) created by a movie about Secret Service investigation of counterfeit money (a central component of the Rush Hour 2 plot). While no prop makers were charged with counterfeiting, the Secret Service did demand the destruction of billions of dollars worth of fake movie money (at a very high real-world cost to the prop companies). Now most prop companies stay within the framework of currency-protection laws by printing stacks of blank bills and banding them with real money on top to keep accusations of counterfeiting at bay.
During World War II, Which Of These Types Of Correspondence Were Banned To Prevent Spying?
In The Late 19th Century, There Was A Global Panic Over Increasing Amounts Of?
Fink-Mao Notation Is Used To Describe What?
The Term "Jaywalking" Derives Its Name From?
The Original Aerosol Can Was Invented To Apply What?
What Common Music Delivery System Was Discovered Completely By Accident?
TriviaVery Hard
Physical Features And Structures Shared Between Distantly Related Animals Are Examples Of?
The Costume Design Of The Ewoks In The Star Wars Universe Was Based On?
On The Island Of Lanzarote Chefs Cook Food Over?


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Mr. Gregory Dewayne Drummond, 36, of Spartanburg County, South Carolina entered rest on October 16, 2017, at Spartanburg Regional Healthcare Hospital. Gregory attended New Testament Church. Gregory had the opportunity to enjoy one of his greatest passions in life as a cook for Buffalo Wild Wings. Most cooks would have to go to Culinary School to master the art of cooking, but not Greg. He was born with a God given talent to cook and he learned from the best, his late Grandma Minnie and his Aunt Louise. Family celebrations with Greg were so much fun and enjoyable because of his love for family and the way he always brought smiles to people faces when they tasted the delicious foods he prepared. Another one of Greg's passions in life was his love for rap music. Greg was well known by his rap name of "Drac Gotti". The rap music Greg made was loved and adored by both family and friends. He rapped about his real life experiences and his rap lyrics touched the souls of all of those who listened. Greg was also known for his giving heart and his compassion for people in need. To know Greg was to love Greg because he was: A faithful father, A special son, A beloved brother, A nice nephew An understanding uncle, A cool cousin, and a fearless friend. This is who he was and this is how we will all remember him. Greg leaves to cherish his fond and loving memories to: his father, Bennie (Pamela) Griffin of Spartanburg, SC; his step-father, Lonnie Jones of Spartanburg, SC; his loving mother, Cecelia Paulette Drummond of Spartanburg, SC; his god-mother, Cheryl Jackson of Spartanburg, SC; his eight brothers, Bennie Griffin, Jr., Terrance Gist, Cory Gist, Demetrius Wilkins, Marcus Griffin, Jacob Griffin, Carter Griffin, all of Spartanburg, and Tyree Gist of Atlanta, GA; his two sisters, Quessalene (Lucas) Rouse and Kamya Franklin both of Charlotte, NC; his two god-sisters, Artie Gattling of Spartanburg, SC and Cyntina Travis of Charlotte, NC; his special family friends, Nikki Cartledge, Naquann Cartledge and Janiase Boozer all of Spartanburg, SC; his children, De'ondra Drummond, Gregory Drummond, Jr., Arriyana Drummond, Malasia Drummond, Nevaeh Drummond, Mer'Siyah Drummond, Serenity Drummond, Raheem Drummond, Jamiyah Osborne, Kartier Drummond and Mikya Walton; his nephew, Lawrence Rouse; his nieces, Ziteria Jackson, Camilla Griffin, and Cody Griffin; his cousins, Decarlos Drummond, Matisha Lovan, Charita Drummond, Terri Kennon, Latoya Drummond, Tasha Mallory and Mary Robinson; and a host of aunts and uncles. To the mothers of his children, you all held a special place in his heart A Celebration of the Life of Gregory Dewayne Drummond will be held on Sunday, October 22, 2017 at 1:30 p.m. at The John Stinson Woodward Memorial Chapel, 602 Howard St., Spartanburg, SC. Burial will be in the Heritage Memorial Gardens, 3901 S. Church St. Ext., Roebuck, SC. J.W. Woodward Funeral Home
Send flowers to the service of Gregory Drummond
Flowers are delivered by the preferred local florist of J.W. Woodward Funeral Home | Spartanburg, SC.
For Customer Service please call: 1-888-610-8262
To leave a condolence message, add photos, or add videos, please login with your name and email.


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October 23, 2019
ActiVision Central Tech to visit ACCAD / Ohio State
Video game company ActiVision's Central Tech group will visit ACCAD and give a presentation from 9:00a to 11:00a in the Collaboratory space (Rm 141), in Sullivant Hall, 1813 N. High Street. This is free and open to the public. The group will give a presentation about their groundbreaking research and discuss their company culture, plus opportunities.


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Salesforce Sales Cloud for Transforming Your Business and Sales Process.
Your own business processes configured within an easy to use tool will ultimately drive the success and adoption of your Salesforce implementation. Archima will ensure that your business has:
At Archima, our Salesforce Certified Solution Team will focus on implementing Salesforce Sales Cloud to bring together data you need to understand your customers and their needs enabling you to:


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Wisdom is invaluable! Do you have it?
Every day we pick a path, weigh a decision, invest an hour, move a soul, but without Wisdom it will be for naught! Wisdom is one of God's "communicable perfections" – which means humans have it because He had it first! So when we pick, weigh, invest and move, we can to do it all in God's wisdom. Or not.
The opposite is foolishness. Do you have it?
Proverbs 8:35-36
For whoever finds Wisdom finds life and obtains favor from the LORD,
but he who fails to find Wisdom injures himself; all who hate Wisdom love death.


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Australasian Sound Recordings Association
Next Conference
ASRA Conferences
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Affiliations & Links
Membership & Renewal
About ASRA
Current Board
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Home Page
Australasian Sound Archive
(a.k.a. ASRA Journal)
No. 20 - Autumn, 1996
Return to the entire List of ASA Journals
Simone Drake
Profile of the National Film and Sound Archive's Sydney
Ronald White
Report on the 1995 ASRA Conference
Jane van Balen
Update on NFSA's Radio Series List Project
Diane Napthali
Music for the Movies: Part 2 - The Sound Era
Richard Lane
Radio Drama in the Golden Age: A Critical Assessment
of the Period 1934 - 1956
Ronald White
Aspects of Australian Social History on Discs, 1910
- 1930
Ron Wills
Victor - Early History
Online since 1998.
Copyright © 1979-2019, Australasian Sound Recordings
Association (ASRA). All Content & Image Rights Reserved.
ASRA Privacy Policy | E&OE. All prices and conditions are correct at time of original publication but are subject
to change without notice.
Email Contacts:


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ment mill charging formula
Simply complete the form below, click submit, you will get the price list and a GBMachine representative will contact you within one business day. Please also feel free to contact us by email or phone. ( * Denotes a required field).
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The mill is designed to handle a total ball charge of 324.5 t at loading with a percentage filling of 29.5% in both the chambers. Both the chambers of the cement mill were charged with 80% of the designed charge, which works out to 86 t in Ist chamber and 172 t in the IInd chamber.Get Price
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Product Description
Peace Lily is one of the crowd-favorite houseplants that can uplift the energy of any space. Considered as one of the best toxic gas neutralizer, this house plant bears majestic white blooms which can make your house look heavenly. This plant is also known for bringing good luck, money, and good health to the ones who nurture them. So, when are you ordering this beautiful plastic potted Peace lily plant? Peace Lily can be ordered online for your dearest ones too. This Gift Contains: Peace Lily Plant with pot
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- Kindly provide the accurate address as the delivery cannot be redirected to any other address.
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