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Martin DeGhetto - Executive Vice President, Customer Management Services
Articles by this author
The Impact of Employment Reform on the Customer Experience
August 3, 2016
When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...
Experience Matters: How Customer Care Can Evolve to Create Raving Fans
April 29, 2013
The customer care organization is no longer an obligatory cost center. It is a valuable customer interaction channel, and progressive companies consider it an investment to drive long-term loyalty....