Confirmed Keynote:
Olivette Whipple
Vice President of the Global CRM Customer Contact Centers in the Americas (North & South), Europe and Asia,
IBM
Olivette Whipple is the Vice President of the IBM Global CRM Customer Contact Centers in the Americas (North & South), Europe and Asia. As part of IBM’s Integrated Operations Organization, she also has responsibility for CRM commercial clients in the U.S., Canada, Latin America and throughout Europe and Asia. The global client outsourcing engagements consist of approximately 34,000 agents handling more than 480M transactions annually, with the U.S. Centers comprised of about 1,500 mixed resource employees handling approximately 16 million calls (voice/Internet) 24 x 7. IBM’s Customer Care Center(s) received the 2000 and 2001 CRM Grand Prix Award for “Outstanding customer service on the phone and email.” The Centers have been featured in Call Center Magazine and the book The Four Minute Customer.
