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.
2nd Annual Analytics, Insight and Smart Data Retail Summit
April 8- 10, 2014
Contact Centre Excellence
July 1- 2, 2014
Call Center Exchange
Disney's Contemporary Resort, Orlando, FL
January 21- 23, 2014