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.
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.)
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 http://www.hdimusiccity.com and let us know how we can serve you better!
HDI Music City