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IBM North America's Plans: From Social CRM to Outsourcing

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Gina Scanlon
11/04/2010

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

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