IBM North America's Plans: From Social CRM to Outsourcing
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Sunny Kumar, Business Solutions Executive for IBM North America's CRM outsourcing team, sits down with Gina Scanlon at the International Contact Center Expo & Conference in Miami. Kumar disccuses onshoring vs. outsourcing, AHT, and how IBM is monitoring, researching and using social media to improve IBM's customer experience.
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Tags:
social crm
media
IBM
aht
ICCE
contact center technologies
speech analytics
outsourcing
metrics
sarcasm
analytics
