Happening in Music City & Around
I have had the opportunity to talk to people delivering customer support in many different industries from waste disposal to global consulting. In several cases I have been told “We are not a Call Center”. I heard that recently from someone who provides 24×7 telephone support, answering many thousands of calls monthly, and creates business[…]
In 2014 Luke Keultjes, from Lifeway Christian Resources was selected as the HDI Music City Analyst of the Year. He went on to win the Southeast Region AoY and at the HDI Conference and Expo in Orlando, Florida became the 2014 HDI Analyst of the Year. Last year Caitlin Jones (UL WHS) represented HDI Music[…]
Separate work and personal life. Pay the most. Reward and punish by using the carrot and the stick. We are all familiar with these “old rules” as they defining attributes in many of our careers. Luckily for us, “the times they are a changing.” Life as a corporate citizen will never be the same. As[…]
Also posted on ICMI.com. This is entirely for fun, but it may help reveal some qualities that you want to look for in your next CSR hire! Exciting news! The Fantasyland help desk is growing. A position was just opened, and several of your favorite customer service pros have referred their top candidate. One catch[…]
Life is a series of opportunities to grab the brass ring (does anybody still know what that means??) and as I grew up hearing, when opportunity knocks, you answer. Another of those moments has presented itself to me. At the beginning of the year the company I was with made some structural adjustments that resulted[…]
I saw a post in an online game last week that made me pause and think about our industry. Unless you have been living under a rock you have seen a Game of War commercial with Kate Upton orMariah Carey. They are on TV, in online games, in web banners, and magazines, both electronic and[…]
Luke Keultjes, Client Services Engineer for LifeWay Christian Resources and member of HDI Music City has been selected to speak at the upcoming Fusion conference held this year in New Orleans, Louisiana. Luke will be speaking as part of the Expert Focus track where he will share his insight on connecting with customers[…]
Expectation vs. Reality: Exceeding Customer Expectations Luke Keultjes Each one of us is a customer. In some way, and in some form, we have all purchased goods or services. Daily, we interact with people who are the faces for the companies they represent. The cashier at the gas station, the stock person at the[…]
In my world, I am reminded about the importance of customer service agent training every day. My clients are from different backgrounds, industries and geographies, however they all share a common goal for their companies: delivering the best customer service in their market. To begin with, it requires hiring the right individual. We all know[…]
Mother’s Day is that time of year to celebrate the ladies in our lives that make everything better. Despite the usual hectic schedule, I started to plan for this occasion as early as possible. I make reservations for the traditional Mother’s Day brunch, I place an order for the flowers and I purchase a few special[…]
Click here for full podcast audio Gerry was fortunate to learn a valuable lesson as a young leader that helped to change his path. Being an eager and confident leader he volunteered to lead a team in a business simulation as part of a leadership development program. Gerry thought he knew a[…]
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.
Promote professional development and recognition.
Provide regular chapter events with high value content.
Share industry best practices.
Remain vendor neutral.
Back to School in Tennessee!
According to Metro Nashville Public Schools, more than 88,000 students are currently enrolled in the district's 73 elementary schools, 33 middle schools, 25 high schools, 18 charter schools, and 8 specialty schools. Be alert as you navigate Nashville’s roads! Some of those students will undoubtedly be part of the future of support in our community and we are pleased to be part of continuing education in Middle Tennessee. There are learning opportunities in the works as HDI conducts support related training and certification courses in our region. Stay tuned to the HDI training calendar for dates and locations and we will post local date reminders at http://www.hdimusiccity.com too.
Thanks to all who attended our last meeting at DaVita’s Brentwood office. I know I was energized hearing Nate Brown talk about Employee Engagement. It was sobering to hear that upwards of 70% of companies do not even measure Employee Engagement when that one factor has such an impact on the business. Affecting everything from low productivity to alienating your customers and the cost of attrition, engaging employees is crucial to your success. Those slides will be made available when the new HDI Music City archive launches.
Speaking of measuring, my recent blog about measuring success has been posted to the HDI Music City webpage. Please give that a read as you prepare for our September event when Jeff Brooks (Managing VP of IT Service Management team at Gartner) will be talking to us about measuring success and what to do with that data when you have it – all the way to predicting service outages (the follow-on session). Make plans to join us as our hosts at Tractor Supply Company’s new Store Support Center have a terrific facility to show off. Please register early so we have an accurate count for ordering lunch.
Looking ahead to October, Sarah Stealey-Reed, fresh from a whirlwind international tour will bring a timely message - Complicated Modern Relationships—Your Brand Identity and Customer Support. How does your support team influence your brand in the market and how do you enable those agents to reinforce the identity you intend to have? Deloitte’s state-of-the-art facility is perfectly suited to host us and you won’t want to miss this opportunity for a peek behind the curtain of a world-class support operation. Join us on at 7:00 pm Wednesday, October 19th for this evening networking and learning event.
Other important notes: