About this Podcast...
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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Events of Interest
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Smart Data and Analytics Retail Forum
London, UK
June 12- 13, 2013 -
Contact Centre Week China
Venue to be Confirmed, Shanghai, China
October 22- 23, 2013 -
Call Center Performance Productivity & Metrics
Dallas/Addison Marriott Quorum by the Galleria, Dallas, TX
September 30- 3, 2013 -
3rd Annual Insurance Underwriting and Claims Management Asia
Venue to be confirmed, Singapore
September 3- 4, 2013
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