Support Professionals of Nashville and Middle Tennessee

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Mission & Vision


Our mission is to be the value added industry association providing leadership, education, and networking for all support professionals and suppliers in Middle Tennessee.


Our membership group harnesses the power of community by creating opportunities to collaborate as support professionals.

Chapter Objectives

Promote professional development and recognition.

Provide regular chapter events with high value content.

Share industry best practices.

Remain vendor neutral.

President's Letter

November 2016

Good morning, everyone.

I hope this fine fall morning brings only good things! I owe our community some HDI participation information and started on a bullet list when my mind ran! The TLTR on this is that participation in HDI at local and national levels pays dividends!

The words below are mine - I linked some important words to the ThinkHDI website. Please click for more information!


The HDI membership model has been streamlined this year and is simply a per member cost of $295 annually. For my money, the biggest benefit is the HDI recognition program including the HDI Analyst of the Year award. Read more here!

(The primary requirement to participate is that one person in your organization must be an HDI member and the WIIFM is a paid trip to the annual HDI Conference and Expo. This year that was in Orlando and in 2017 that event is being held in Washington D.C. The financial benefit is in the neighborhood of $3000 when your nominee makes it to the national contest and that is paid from HDI sponsorships to the local, regional, and national organizations.)

Training and Certification:

HDI offers training programs at every level of contact center professional from analyst through Director. At each level the program is tailored to the expectations of that role and prepares each of your team mates to understand the impact of his/her contribution as well as what will be expected of him/her to advance to the next level. Interested? Keep reading!

(Imagine having your whole team on a clearly defined, built-in career pathing model! In addition, there are support center certifications and recognitions. When 80% of the team attains an individual HDI certification you are ready to apply for the HDI Team Certified award. This indicates not only to your leadership team but to customers (current and potential!) that the support team is trained in support center best practices. This year the Team Pinnacle of Excellence Award has been added to recognize those centers who have certified 100% of all team members.)


HDI Conference and Expo, FUSION, HDI Forums – all learning opportunities targeting your specific needs. Read about it on our website!

(As I mentioned earlier, HDI hosts an annual conference and expo, attended by thousands of support industry professionals. Along with phenomenal networking value there are educational tracks that speak directly to the challenges support center professionals are facing today, from work-at-home technology and strategy through coaching for success and deploying new technologies either within the support center or to your customers. As we continue to align our ability to support technology with the providers of technology, HDI is partnered closely with itSMF to jointly present the FUSION Conference and Expo, including both technology support and IT Service Management tracks. For senior leaders and executive, the HDI Forum programs present tremendous value by creating an environment wherein a smaller group of peers in your specific vertical come together to address strategic approaches that really matter. While Forum membership is an added cost everyone I have talked to says it is worth the money!)

Local Chapter Meetings:

I know you are all familiar with the value of local chapter participation. The volunteer board is comprised of local industry professionals who share a common interest in helping advance the industry and the community. We have representatives from diverse support centers; healthcare, professional services, and retail support industries, very large, small, very small support teams. Our target audience is everyone who provides “support” in whatever form. While the details of day-to-day vary and I have heard many times that “we are not really a support/call center” there are several things we all have to do to succeed:

be there when our customers need us (Schedule adherence/Workforce Management)

help our customers (Service Effectiveness)

make the experience as positive as possible (Service Quality)

Our intention is to bring quality programming to all levels of the support center, being flexible with our timing, location, and content to provide opportunities for all. We will be conducting a 2017 planning session within the next few weeks and would love to take your wishes under consideration.

PLEASE reply to this e-mail, reach out to any board member, or comment on the website at and let us know how we can serve you better!



Steve Antes


HDI Music City

Chapter Officers

Steve Antes
Delivering custom support solutions for many years and self-proclaimed customer service madman.
Nate Brown
VP Communications
Customer experience guru and noted speaker.
Peter Bell
VP of Programs
First past president, committed to the industry, the community, and you!
Tim Alexander
VP of Vendor Relations
Tim helps vendors become supporters of our quality programs!
Tim Kelly
VP of Finance
Technologist, leader, and coach!
Caitlin Jones
Music City and Southeast Region Analyst of the Year for 2016, Caitlin has jumped into the deep end of the pool and joined our board!
Gerry Barber
Chapter Advisor
Servant Leadership says all you need to know about Gerry. But a more detailed bio is on our details page anyway!
Laura Edwards
Chapter Advisor
The heart of our board!

About HDI

Technical service and support professionals love HDI because it provides them with a profound sense of community.

At 150,000 people strong, HDI is a community built by industry peers and leaders that gives you the resources, knowledge, and drive to be great at what you do.

In 1989, HDI became the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better connect with customers, and that’s just good business. We do this by:

Facilitating collaboration and networking

Hosting acclaimed conferences and events

Producing renowned publications and research

Certifying and training thousands of professionals each year