HDI Music City September 11th Event at Vaco.

Employee Engagement, How You Can Make a Difference!!!

Engaged organizations have strong and authentic values, with clear evidence of trust and fairness based on mutual respect; where two way promises and commitments between employers and staff are understood and fulfilled. Although improved performance and productivity is at the heart of engagement, it cannot be achieved by a mechanistic approach which tries to extract discretionary effort by manipulating employees’ commitment and emotions.

Please join us for an open discussion as leaders in the Middle Tennessee support community share their stories of what they are doing to improve Employee Engagement

Doors open at 11:00 AM with a Free networking Lunch. Meeting discussions start promptly at 11:30 AM

Meeting Flow:

Steve Antes from UL will open the meeting with introductions and frame up the meeting by presenting on why employee engagement is the paramount cornerstone to CX.

Kathy McDonald from Deloitte will discuss the process Deloitte has taken over the past year to address Employee Engagement for the better.

Nate Brown from UL will talk about the gamification aspect at UL.

Mathew Haffner from DaVita will talk about an awesome and unique Coin system recognition program they currently have in place.

Laura Edwards From LifeWay will talk about the benefits of employee engagement and what happens as a result.

Guest Speaking Support Leaders:

Steve Antes

Director, Customer Care (Healthcare Products) UL Workplace Health & Safety

Bio: My team supports our customers’ application support needs related to multiple suites of occupational health software. Those customers range from the IT professional (network/security/DBA) through to the OccHealth doctor or nurse, and safety manager using our software to promote and monitor safety and health in the workplace. I recently transitioned from leading an internal technology support team in a very large organization to my current position in a smaller organization and we continue on a journey of constant improvement and process definition. The thing that is the same in every environment I have supported in is that the analyst on the phone is the one who truly defines the customer experience; he or she is the only one who can!

I serve as the VP of Finance for the HDI Music City chapter and have been active on the board for the past five years.

Kathy McDonald

Manager of the Project Implementation Team

Deloitte, Services LLP.

Bio: Kathy has worked in the call center industry for 30+ years, working at USAirways in reservations for 15 years and at Deloitte for almost 16. The team she leads is responsible for ensuring the Deloitte CallCenter is prepared to support new applications and upgrades to existing technology. For the past several years, she has helped lead efforts to increase employee engagement.

Nate Brown

Manager, Customer Support, UL Workplace Health and Safety

Bio: Nate Brown has had an outstanding day when he is able help customers. As the Manager of Customer Support for UL, Nate’s ambition is to create outstanding service interactions through creativity, knowledge and professionalism. He is an HDI (Help Desk Institute) certified Support Center Manager, VP of Membership for the HDI Music City Chapter and Speaker in the Southeast region. Nate is also the founder and primary author for the service blog CustomerCentricSupport.com.

Mathew Haffner

Service Desk Supervisor, DaVita,

Bio: I Manage a team of front line analysts in all aspects Call Reduction.

Project Management
Process improvement
Project Management
Host of the ITSS Talent Show
Avid Gamer
Overall awesome guy!!!

Laura Edwards

Support Services Team Manager, LifeWay Christian Resources

Bio : Laura Edwards has worked in IT Support Services at LifeWay Christian Resources for the past 19 years, serving as an analyst, supervisor, and manager on the Help Desk. Our 8 member team supports internal users, remote workers, and retail store employees. Her passions include igniting her team members to serve customers with energy and enthusiasm and actively participating on the HDI Music City Chapter Board of Directors.