Feb 13, 2018
The h after the t in Thom of Thom Hacker is no accident. It’s been placed there after years of progression. Thom is responsible for supporting the online environment through his customer contact center. Any online purchase or order questions that you the customer have for the Home Depot go through Thom and his team. Interactions with the center run the gamut but the top two are ‘help me place an order’ and ‘where is my order’ or WIZMO which is actually around 50% of all calls. Thom sees opportunity in the progression of the order but there are folks that still do want to call. Understanding that, Thom truly enjoys working on the strategy of creating an effortless customer experience.