Tag Archives: certification

Call Center Site Certification: An Interview with Chris Bell

By Peter Lyle DeHaan, PhD

Peter Lyle DeHaan

Call center certification is a concept gaining both interest and momentum. After a slow start three years ago, call center owners and managers are beginning to catch the vision and many are working towards becoming certified. The steps to become certified help improve call center operations, while certification is a source of pride for staff and an important distinction for the sales and marketing team. As the first to earn site certification, Medcom’s Chris Bell shared his thoughts on the subject.

Connections Magazine: The Site Certification Program has been in existence for three years now. Will you remind readers about the program?

Chris Bell: In 2001, the SNUG (Startel Network Users Group) Board developed a three-tiered educational program for members to certify and accredit their operations. SNUG identified three principal areas of the telemessaging call center that would benefit from a professional, peer-reviewed program. They were Customer Service Representative (CSR), Supervisor, and 24/7 Site Certification. In 2002, the program was adopted by ATSI (Association of TeleServices International). SNUG administers the program. Currently certifications are available on the Amtelco, PInnacle, Startel, and Telescan platforms.

CM: What was the impetus for starting the program?

Chris: The need for an industry certification program was initially expressed by Terri Paffile of Answer-1 Communications. At the time, Answer-1 was being qualified by a major client. The client expressed an interest in knowing what level of certifications and standards the telemessaging industry had available. So in a sense, it was client driven from the outset.

CM: As the first site certified, has this program met your expectations?

Chris: Yes, it has.

CM: Are there any areas in which you are disappointed?

Chris: Initially, I was disappointed in how slowly the program was catching on within the industry. Lately, certification is clearly gaining momentum. We are seeing more interest from within ATSI.

CM: In addition to site certification, there is also agent certification and supervisor certification. There is also increasing interest in these programs. How do they work?

Chris: Agent certification is a straightforward and an economical first step for a call center to take in order to “get their feet wet.” Supervisor certification is intended to be much more challenging. Interestingly, the Supervisor certification can provide the call center or manager with great insight regarding the candidate’s problem solving capabilities. Questions in the Supervisor Certification exam can be amended or retracted so long as comparable ones pertinent to your site are added. Supervisor Certification becomes an endurance test, with no wrong answers per se. I like to say that it is a test of the candidate’s character.

CM: What benefits have you realized from being site certified?

Chris: The benefits of undertaking and participating in our industry’s certification programs have been far reaching in my company. We use our certifications extensively in our marketing. Our investment in this program has paid dividends to us many times over.

Applicants, new employees, existing staff, vendors, and clients are impressed with the level of professionalism that the credential creates within our organization. The program, its philosophy, and the results are apparent at every level. For us this begins day one at the CSR level. At the next level, to enter our management ranks, supervisors must complete Supervisor Certification. The third leg of this program, Site Certification, has directly impacted our business practices, the readiness of our facility, and most importantly the running time –and when necessary – the recovery time of our mission critical hardware and software.

Because of certification, our system’s Mean Time Between Failure (MTBF) rate has improved. The Site Certification program’s objective is to implement the right set of procedures and recovery techniques in order to achieve “four nines,” 99.99% annual run time. That equates to less than fifty-two (52) minutes of unplanned downtime per year.

The introspective nature of the program enabled us to re-visit how we were doing things.  With higher run times, the quality of life has improved for our entire staff. Turnover, burnout, and stress have all been reduced. Thus, certification is positively impacting clients, prospects, employees, vendors, and candidates for employment.

CM: Have you gained any new accounts because of being site certified?

Chris: Yes. Our certifications were cited as the primary reason for our selection to serve a major multi-account Pediatric Hospital based in the Philadelphia region. Further evidence that certification is a winner for us can be seen in our current ATSI benchmarking survey results. Currently, our clients are rating us 95.24% for professionalism.

In a competitive situation, our certifications function as a trump card. Certification enables us to differentiate our service to the client. Certification introduces the elements of preparedness and professionalism. The ability to successfully differentiate our service in a professional manner supports our pricing structure. Think about what that can mean to your bottom line. Our certifications demonstrate a commitment of our core values to our clients. And we do not hesitate to drive that point home to our clients and prospects. When clients buy into your set of values it makes it very difficult for competition to overcome.

CM: So, after three years it is now time for your site to be re-certified. Are you going to go through the process again?

Chris: We are excited at the challenge posed by re-certification. Outsourcing call center owners and managers need to understand that the certification program is an asset.

CM: Any new program starts out slow and certification has been no exception. Interest in certification has increased greatly in the past year. To date, 10 call centers are certified; how many do think will be added to the list in the next three years?

Chris: I would be pleased to see another 10 or 15 sites become certified over the next three years. A slower rate of growth may indicate that the program will retain a higher value over time. Being the only certified site in my market is a huge advantage. Also, when you look at the names of the current list of members who are site certified, you realize that you are in the company of some of the most highly regarded organizations in the industry. These are well-managed businesses; certification is not for everyone.

CM: Do you envision certification as becoming a requirement for companies looking to outsource to a call center?

Chris: That depends on whether certification gains traction over time at the end user, client level. Certification could help retain business in your home market by demonstrating a higher level of proficiency locally than an offshore site.

CM: Who should people contact to find out more about the certification program?

Chris: Anyone interested in certification should contact Dan L’Heureux at 800-317-8529 for more information. Finally, I am willing to answer any questions regarding the program or refer you to someone who can help you. My telephone number at MedCom is 800-777-8047.

CM: Thank you for your time Chris, is there anything else you would like to add?

Chris: Beth and Gary Cooper of Answer Quick have been the true pioneers in bringing the program to our industry. They, along with Dan L’Heureux and the 2001 SNUG Board, deserve credit for developing this program. Lastly, I want to say that certification is one of the most beneficial programs an outsource call center can undertake.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.

Outsource Call Centers that are Site Certified by ATSI

  • MedCom Professional Services, Levittown, PA
  • Answer Quick, Louisville, TN
  • AAMCOM, Redondo Beach, CA
  • Business Connections, Salem, OR
  • An-ser Services, Green Bay, W
  • Answer 1 Communications, Phoenix, AZ
  • ACT Teleservices, Newington, CT
  • Information Communications Group, Leawood, KS
  • Answer One, Inc, Lexington, KY
  • Dexcomm, Lafayette LA
  • Teletech Corporation, Charleston, SC
  • Business and Professional Exchange, Inc, Beverly, MA

[From Connection MagazineMay 2004]

It’s All About Credentials

By Peter Lyle DeHaan, PhD

Author Peter Lyle DeHaan

You say and believe that your call center is good, but can you prove it? Sure, you have clients who say how much they value and appreciate the service you provide, but so does your competitor. You have written testimonials about your quality and professionalism, but so does your competitor. How then, can you truly distinguish yourself from the claims made by your rivals? You must be able to substantiate your high level of excellence; you need credentials.

A credential is the verifiable recognition from an independent third party that you have earned and meet a standard level of performance. There are three organizations in the teleservice industry that can provide these credentials – once you qualify. These organizations are:

  • CAM-X: Award of Excellence and Call Centre Award of Distinction
  • ATSI: Award of Excellence and Site Certification
  • SNUG: Site Certification

CAM-X

The Canadian Call Management Association (CAM-X) offers two testing programs addressing agent performance and quality. These are the Award of Excellence and the Call Centre Award of Distinction.

Award of Excellence: The Award of Excellence program, started in 1989, is a benchmarking tool to test call center agents in telephone technique, call control, client knowledge, and overall service quality. “With competition from virtually every angle, only the best service will keep the customers happy and loyal,” said CAM-X Executive Director Linda Osip. “The cut above will be rewarded with the coveted Award of Excellence.”

Over a six-month period, participating organizations are called ten times by “mystery callers.” The mystery callers conduct each test call based on client profile information participants provide when registering for the program. At the completion of the testing phase, independent judges listen to the recordings of the calls and assess a score. The average of all ten scores becomes the overall score. Those achieving a score of 80 percent or higher will receive the Award of Excellence, presented at the annual convention.

This is an annual program and CAM-X recently began testing for 2003. It will be conducted from February through July. The winners will be announced at the Annual Convention in Halifax, Nova Scotia on October 17.

The 2002 CAM-X Award of Excellence winners have been previously published in Connections Magazine.

The cost to participate in the Award of Excellence program is $350 for CAM-X members and $700 for non-members. (CAM-X administers this same program for ATSI and its members.)

Call Centre Award of Distinction: The Call Centre Award of Distinction program was created by CAM-X in 2000 to meet the needs of members who serve callcenterand contactcenterclients.  The program focuses on customer relationship management, courtesy, etiquette, and proper call techniques, providing unbiased testing for quality assurance. The Call Centre Award of Distinction operates the same as the Award of Excellence, however the evaluation criteria is geared towards advanced call processes that are not covered by the Award of Excellence program.

This, too, is an annual program and the registration deadline for the 2003 program is April 4. The testing will be conducted from April through September. The winners will be announced at the CAM-X Annual Convention in Halifax, Nova Scotia on October 17.

The cost to participate in the Call Centre Award of Distinction program is $550 for CAM-X members and $1,000 for non-members. CAM-X members participating in both programs may do so for $800.

The 2002 CAM-X Call Centre Award of Distinction winners have been previously published in Connections Magazine.

(ATSI is also interested in the Call Centre Award of Distinction. It will tentatively be introduced to members at the ATSI annual convention and trade show in Orlando, Fla., to be held June 18-21.)

For more information, contact CAM-X at 800-896-1054.

SNUG

The Startel National Users Group (SNUG) has developed “a three-tiered educational program to provide members with certification levels covering the areas of their business with the focus on achieving 99.99% annual run-time,” said Dan L’Heureux, SNUG executive director. The three areas are CSR, supervisor, and site.

CSR Certification: The CSR (customer service representative) certification program is designed for the telemessaging industry to certify and accredit CSRs. The goal of the CSR certification program is for telemessaging service providers to offer their CSRs a professionally prepared program where they can be tested and accredited in customer service skill sets based on the features of the accredited telemessaging platform.

Successful candidates will have demonstrated excellence in three areas: completion and testing under the interactive training program, successfully passing a comprehensive written examination of call handling skill sets, and an oral interview testing customer service issues and problem calls with a certified examiner.

Supervisor Certification: Candidates are selected to participate in the supervisor certification program because their manager feels they have the potential to lead, coach, and support the CSR staff. As part of the examination candidates are given problems and case studies to solve. They also answer questions in essay form about system operations and procedures. It is as much a test of character as a test of knowledge.

Site Certification: The 24/7 site certification program sets forth nearly 60 criteria to be met or exceeded. These specifications were designed by SNUG’s Education Committee. They represent a collection of the best practices and guidelines to which telemessaging sites must adhere. Part of the challenge of participating in this peer review program is in the preparations that centers must complete in order to qualify. Upon receiving certification status, an organization will have demonstrated, to the satisfaction of the education committee, a high level of proficiency in recovery techniques, good business practices, documentation of procedures, and levels of redundancy necessary for 24 x 7 preparedness.

The cost is $495 for certification and $600 for the examiner, plus expenses. Certified sites can in turn examine for up to three other sites, thereby earning back their initial fees. Once certified, it can be renewed annually at a cost of $75 per year for two more years. After that, the site will need to undergo recertification.

Certification specifications have been developed for Startel systems and the Amtelco Infinity system. Work is currently underway to establish criteria for Telescan systems.

Those who have qualified for site certification are:

  • MedCom Professional Services (Chris Bell), in Levittown, Pa. (Startel platform)
  • Answerquick (Beth Cooper) in Knoxville, Tenn. (Startel platform)
  • AAMCOM (Steve Diels) in Redondo Beach, Calif. (Infinity platform)
  • Business Connections (Dirk Moeller) in Salem, Ore. (Startel platform)
  • An-ser Services (Allan Fromm) in Green Bay, Wis. (Infinity platform)

(SNUG administers this same program for ATSI and its members.)

ATSI

The Association of TeleServices International (ATSI) has chosen to promote existing programs from CAM-X and SNUG rather than spend time and effort to re-engineer these accepted and proven programs. ATSI provides these programs to its members.

Award of Excellence: The Award of Excellence program was created by CAM-X. Once CAM-X had it in place and fine-tuned, it offered it to ATSI as a member service. ATSI promotes the program to its members and monitors registration and payment. CAM-X administers the program for ATSI (this includes placing and taping the calls, evaluating the interaction, and scoring the results). Testing occurs in the fall and winter. Awards are handed out at the annual ATSI convention. Registration for this annual testing program will be announced in late summer and take place in early fall. This program is exclusive to members of ATSI. The cost is $249 or $299, depending on how the client profiles are submitted.

ATSI’s Award of Excellence Program was inaugurated in 1995. “Every year the level of participation has increased – a testament to the value of the program,” said Charlene Glorieux,  ATSI’s executive director.

The 2002 ATSI Award of Excellence winners have been previously published in Connections Magazine.

Call Center Award of Distinction: The CAM-X Call Centre Award of Distinction program is not currently in place with ATSI, but is expected to be announced in June at that annual convention.

Site Certification: As announced in this issue of Connections, SNUG and ATSI have reached an agreement for SNUG to extend and administer its site certification program to ATSI members. The cost is $545 for certification and $600 for the examiner, plus expenses.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.

[From Connection MagazineApril 2003]

Reputation, Referrals, and Credentials

By Peter Lyle DeHaan, PhD

Author Peter Lyle DeHaan

About three years ago, I started to sense that it was time for a career change. Work wasn’t fun any more. Many of the things I relished weren’t being pursued at my company or had been delegated to others. My days were filled with tasks that I didn’t enjoy, responsibilities that bored me and a routine that was, well, too routine. In retrospect, I had tried to develop a call center that excelled at everything, an operation that gave superior service, was supported by the best technology, was growing and expanding, and was generating profits. Although we were not perfect, we were quite good. I had accomplished the major parts of what I set out to do and didn’t have that next challenge beckoning me from the future. Was the rest of my career destined to merely maintain the status quo?

I had always thought it would be exciting and invigorating to be a consultant. There would be great variety as I moved from one project to another, from one client to the next, and I would never be called upon to the keep things the same — change would be my constant companion. Yet I had misgivings. I would forego a stable, steady salary for an inconsistent and unpredictable income. I would be putting my family’s future at risk.

These thoughts continued to play in my mind during a series of doctor’s visits. Unable to find a cause for my complaints, the word “stress” reoccurred in my caretaker’s musings about my situation. Could the cause be my lack of a future vision and the repetitiveness of my routine? Intentionally, I didn’t ask the question that was on my mind, yet I knew that, either literally or figuratively, my job was killing me. It was time for a change.

I shared these concerns with my boss, who was also my partner and mentor. He, too, wanted something different and our individual intentions dovetailed nicely. We set about making a transition. I exited the company, migrating into consulting, and he became more active in the day-to-day operation.

Being your own boss has many advantages. I do most of my work at home (my morning commute is measured in seconds, plus it is a joy for me to see our kids off to school in the morning and to be there when they get home in the afternoon) and I have great flexibility (work can be molded around my family’s schedule). There are also downsides to being a consultant. You have an unpredictable income, you need to travel, and you must continually find new business. These were major concerns for me. I put myself on a conservative quarterly budget to better manage my income and resolved to accept the travel, but the need to sell remained an issue.

How would I go about getting clients? I realized that, just as with a teleservices company, there would be three ways to enhance my standing with prospects and mitigate the arduous task of continual self-promotion. These are reputation, referrals, and personal selling.

Reputation: Having been in the industry for more than 20 years, I was not unknown. I had served on various boards and committees, made presentations at many conventions and meetings (albeit with great trepidation), and written scores of articles. Motivated only by a desire to share with others and be a positive influence on the industry, I had unwittingly made myself known. Providentially, this would be greatly beneficial when I hung out my consulting shingle. To my delight, I found that I didn’t need to sell most prospects on myself or on my abilities. There was only the issue of helping them decide whether to hire a consultant in the first place. More than half of my clients have known me for several years and likely relied on my reputation in making their purchase decision.

For the outsourcing call center and teleservice company, reputation also plays a critical role in obtaining new business. Longevity as an industry provider shortens the sales cycle. When a reputation for quality service, fair dealings, and ethical practices accompany this history, a teleservice organization automatically moves to the top of the list. The converse is true when negative connotations exist. Then your company’s name migrates towards the bottom of the list, frustrating marketing efforts and requiring more time and energy to make the sale. While it takes time and focus to earn a positive reputation, the road to a bad reputation is much shorter and quicker. And once a bad reputation has been established it is incredibly difficult to overcome. Reputation – either good or bad — is a great influencer in closing sales.

Referrals: The second, and perhaps easiest, way to gain new business is when others do the work for you. In some cases you can ask clients if they know of others who could use your services. These leads are generally pre-qualified and often pre-sold. Though this is not an approach I used, some teleservice companies have added many new clients by asking existing clients for referrals. While some elect to reward clients for referrals with monetary or material gifts, others find that a sincere “thank you” garners greater results.

The ultimate level of referrals occurs when clients tell their friends and associates about you, suggesting they use your services. This is a sure sign of a delighted client. Sales via referrals occur when your actions match or surpass your words – you don’t just say what you will do, but you do what you say. These referrals are earned through the provision of quality service and reinforced by honorable business practices.

Credentials: In the last issue of Connections, I shared the story of my lengthy college quest and how it culminated with earning my Ph.D. This degree was intended to be a personal achievement to conclude my education. At first I didn’t talk much about having gotten the degree, but as I thought about the uncomfortable necessity of promoting my consulting business, I realized that I would need to publicize my educational accomplishments. Quite simply, it was a credential that needed to be promoted. As I thought about my other credentials, I compiled a short list:

  • Ph.D. in business administration
  • Certified call center auditor by Purdue University
  • Certified first-class technician from the National Association of Radio and Telecommunications Engineers
  • Second-class FCC license

There were a few others that I considered adding to the list. I thought about my association memberships, but these, along with chamber memberships and social organizations – as important as they may be – are more a label that you buy rather than an acknowledgement that you earn. I also briefly did some name-dropping since I was part of the consultant liaison programs for Blue Pumpkin and Interactive Intelligence. But when I realized that these programs didn’t confirm some level of expertise, I stopped mentioning them.

Credentials are also important for outsource call centers or teleservice companies. Virtually everyone says – and believes – that they provide superior service. So how can you distinguish your organization from the often-inflated claims of your competitors? Quite simply, you need someone else to verify it. A credential is a verifiable recognition from an independent third party that you have achieved a standard level of performance. In the teleservices industry we are fortunate to have three opportunities to earn credentials that can verify the veracity of our claims. They are the:

  • CAM-X / ATSI Award of Excellence
  • CAM-X Call Centre Award of Distinction
  • SNUG / ATSI Call Center Site Certification

Having just one of these credentials puts your organization in a unique category that few competitors can match. Having two or three moves you to the top of any list.

When I was in the operations side of the industry, I enrolled our company in the ATSI Award of Excellence program the first year it was offered. Initially, I viewed it as a quality report card. It is that, but it is also more. The resulting scores from the Award of Excellence program provide 400 data points that can be analyzed to reveal areas of strength and weakness, as well as areas of consistency and inconsistency. (Here is something to consider: you may be better off being consistently weak in an area than to be inconsistent. At least when you are consistently weak, your clients know what to expect and you deliver it every time!)

It wasn’t until after we earned the Award of Excellence that I realized, even more importantly, that it was a powerful marketing tool and a mark of distinction that needed to be promoted. It is my vision for the industry that when a prospect calls, the first thing they ask will not be “What are your rates?” but rather, “What are your certifications and awards?” When this happens, I hope you will have some credentials to share.

[For more information, see our feature article, “It’s all about Credentials.”]

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.

[From Connection MagazineApril 2003]

Call Center Certification Can Your Company Benefit?

By Chris Bell

The Startel National Users Group’s (SNUG) board of directors recognizes that up until now, excluding the CAM-X and ATSI Award of Excellence Programs, there have been no standards in our industry for measuring quality or assessing a teleservices call center facility and system readiness. Over the past year the SNUG has developed a three-tiered program for members to certify and accredit their operations in the following areas: 24/7 Site Certification, CSR, and Supervisor.

Last year SNUG released the CSR and 24/7 Site Certification programs. Recently, SNUG’s Educational Committee put the finishing touches on the Supervisor Certification program and released it at the Annual Conference in February.

One of the primary goals of 24/7 Site Certification Program is to identify and then require, through a peer review program, the best set of procedures and policies so that a certified site has a high probability of achieving 99.99% annual run-time. This is less than fifty-three minutes of unplanned downtime per year.

The 24/7 Site Certification Program developed by SNUG has merit outside of the Startel platform as well and the SNUG Board will be visiting this issue later this year. The program sets more than sixty criteria that need to be met or exceeded in order to qualify. Overall, the adopted requirements represent a collection of the best practices and guidelines to which sites must adhere.

Part of the challenge of undertaking and participating in this peer review and inspection program is in the actual preparations and groundwork that your center will need to complete in order to qualify. Upon receiving Site Certification status, your operation will have demonstrated a high level of proficiency in recovery techniques, good business practices, procedure documentation, and levels of redundancy necessary for true 24/7 preparedness. Currently there are two levels of certification available: Silver and Gold.

There are many reasons to consider enrolling in the program:

  1. To differentiate your operation; being site certified enables you to change your basis of comparison from price to quality.
  2. To increase the level of professionalism both within your market and within the entire industry.
  3. To demonstrate 24/7 proficiency as well as incorporation of the best recovery techniques available.
  4. To improve your standing in the marketplace, positively impacting existing clients and employees as well as prospective clients and employees.
  5. To adopt the best policies and procedures, thereby minimizing the business risk associated with downtime.
  6. To become the first to receive recognition in your city, state, or region.
  7. To increase the probability of greater stability.
  8. To better prepare and document your system maintenance procedures.
  9. To add an excellent evaluation tool to your organization.

Subjecting yourself to a peer review is a difficult decision for some to make. To ease the process, you can request either a qualified (certified and board approved) colleague or the SNUG executive director, Dan L’Heureux, to conduct the inspection. The program is designed to not be intrusive, but to be part of a learning experience that you and your organization will benefit from.

The 24/7 Site Certification program application fee is $495 and the examiner’s cost is only $600, plus travel expenses. The inspection can be done in one day. There is also an “earn back” provision. By meeting the criteria, the site can have up to two people accredited to conduct a maximum of three site inspections, where they will earn the inspection rate $600 per day. Thus, the program, in terms of it’s cost, can be easily recouped. (Pricing for the CSR certification is $35 each and a 10 pack is only $250; the supervisor certification is $45 and a five pack is just $175.)

For more information about the program, visit www.teamsnug.com and go to the membership section or call SNUG at 800-317-8529.

Christopher R. Bell, has an MBA in Finance and resides in Holland, PA. Chris founded MedCom in 1987 and was SNUG President in 2001. He can be reached at 215-752-8099.

[From Connection MagazineMarch 2002]

A Case for Call Center Certification

By Beth Cooper

Certification programs have been around for a long time. Type the words “certification program” in any Internet search engine and you will be presented with hundreds of thousands of results.

A “mom-and-pop” industry for many years, our industry is working hard to upgrade our image. One of the ways we are accomplishing this is through memberships in regional and national professional associations. Until June of last year, however, only CAM-X and ATSI had anything to offer in terms of an independent, external evaluation. Though useful and enlightening, their Award of Excellence programs only measure the CSRs (Customer Service Representative) response to a call. How is a call center to demonstrate to their clients a dedication to reliability? Enter the Startel National Users Group’s 24/7 Certification Program.

Introduced during the 2001 Summer National Conference, the 24/7 Certification program establishes the best set of procedures and policies necessary to be in place and running so that the site has a high probability of achieving 99.99% annual run-time. This equates to less than fifty-three minutes of unplanned downtime over a one-year period.

Participating in a certification program will improve your standing in the marketplace and with your clients.   It will set the standard by which your prospects measure you and your competition. Suddenly, price isn’t the issue any more. Value is. Reliability is. Professionalism is. And, when you can also mention that your CSRs and supervisory staff are likewise certified, you further differentiate yourself from the rest of the pack. Your whole operation is elevated to a higher level of quality assurance unverifiable prior to the introduction of the 24/7 Certification Program.

As previously mentioned, a certification program has been developed for CSRs; the Supervisor Certification program was introduced at the SNUG 2002 Winter Conference in Orlando.

Beth Cooper is the Director of Operations at Answer Quick, based in Tennessee. She is also Chair of the SNUG Education Committee. She can be reached at BeeCooper@aol.com or 865-970-9908.

[From Connection MagazineMarch 2002]