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

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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