‘I'm the chairman of France Télécom and we have to stop everything‘ (...)’. Even the smallest idiot now speaks out on social networks’. Here we meet Fodoa Fache-Adkins, a pure TP (Teleperformance) product, whose career in chicken plucking came to a halt one day because she was late. The next day, she made her debut as an actress and TV presenter on rue Firmin Gillot.
Welcoming, winning over and building loyalty. Published by Malpaso-RCM, which also publishes the trade magazine En-Contact, the Directory lists 800 companies and managers in France whose business is improving reception, customer acquisition and the customer, patient, visitor or traveller experience.
Since 2022, the tech company Callity has become the first choice of the most efficient call-centers and BPO, in France. The Directory of Customer Service and Experience by En-Contact compiles over 800 services providers, software publishers and consultants specializing in everything that improves CX, UX and CRM, with or without AI.
Will AI make it possible to improve and personalise remote customer service and personalised reception in shops? Or can it already do so? Does telemarketing, which is celebrating its 67th anniversary, have a future? Between now and the end of 2024, Malpaso-RCM will be publishing two useful books for digital and acquisition managers.
Will AI make it possible to improve and personalise remote customer service and personalised reception in shops? Or can it already do so? Has telemarketing, which is now 67 years old, become obsolete and ineffective? Between now and the end of 2024, Malpaso-RCM will be publishing two useful books for digital and acquisition managers.
The world's number 2 call centre, Concentrix, is reported to have dismissed an employee who liked Homer Simpson and wanted to be paid on time. The trade-union, CGT, gave the story considerable coverage, as did TF1, Le Parisien, France 3 Régions and Oise Hebdo. The true and the false, in a sector - call centres and BPO - where approximations reign supreme. Bruce Toussaint and his team have done an enormous amount of investigative work.
The Court of cassation has ruled in favour of a BNP Paribas customer who was the victim of telephone spoofing. It is up to the bank to prove that its customer was negligent when he was swindled. Since 1 October, this type of scam can be avoided thanks to MAN.
Based in Auvergne for thirty years, Satel, one of France's last remaining independent BPO and telesales companies, is joining Assist Digital, an Italian group specialising in digital customer experience based in Europe, in which Ardian acquired a stake in early 2023. Orange and EDF are just some of the long-standing customers of the company founded by two rugby friends.
Sales Advisors are rare and volatile talents. For a long time, being called LVMH, Chanel or Tag Heuer protected HR managers and Talent Scouts from the hunt for and flight of talent and their sales. No more, says the CXG study.
For several months now, the former Cyrillus shop has been getting a facelift, in an area popular with luxury brands. Chanel Parfums et Beauté is due to move in once the cracks have been repaired. The work seems to have made the basement vibrate. You have to suffer to be beautiful.
Industrialising and personalising the customer experience, thanks to call centres, tailored CRM and AI. On 8 October, 4 French companies will give their views. Afterwork organised by Ino Global and Chrome OS.
"Video killed the Radio Star" sang The Buggles. AI or a lack of understanding of call centre operations, what will ‘kill’ the major BPO players? Concentrix shares plunged by more than 12% on Nasdaq yesterday and Teleperformance by almost 5%.
Car-sharing is all the rage, but it sometimes hides some strange practices that can drive customers mad when they want to cancel or get their deposit back. Abusive charges and unreachable customer service are the complaints of many Getaround customers.
Ogres in all their diversity? Samuel Tamba, an ex-IBM'er now working as a lobbyist for Accenture, is said to have sent an anonymous letter to the editors of Cash Investigation denigrating his competitor Onepoint. At McKinsey, we don't pay tax in France ‘because we're not profitable’, according to Clarisse Magnin.
Acquiring and retaining customers, travellers and subscribers. Xavier Niel, Antoine Compagnon and Manuel Jacquinet, the organiser of ECTFF (the 1st Customer Experience Forum to be set up in France on this subject) offer you a few recipes or suggestions for surviving the year 2025, trying to become a billionaire, simply rich, or building loyalty among your employees and customers. Mark your calendars.
Teleperformance is reshuffling its staff, following the sudden and announced departure of Bhupender Singh: ex-Majorel Thomas Mackenbrock becomes deputy CEO. Daniel Julien, the 71-year-old founder of the company, and his team believe in the company's future, despite the impact of conversational AI.
There have been genius telemarketers at Club Med Call Center in Saint-Ouen, at Foundever in La Rochelle, in Gennevilliers, at B2S.. They can make all the difference, thanks to a magical argument such as the colour of an Eres swimming costume, the colour of the swimming pool or a mention of the ENA alumni club. 9th hipto/ En-Contact podcast, with the founder of Colorado, the telemarketing school.
Disneyland Paris fined €400,000 for its annual passes. In the USA, at the D23 convention in California, many fans spoke of a disappointing visitor experience. Will Bob Iger listen to the voice of the customer?
CM.com the CPaaS specialist, listed on the Euronext Amsterdam stock exchange, which supplies its SMS and WhatsApp for business notification services to Coca-Cola, Heineken, Sushi Shop and the Caisse Nationale d'Assurance Maladie, is being sued for misleading commercial practices, fraud and unpaid invoices by two of its regular partners, including the organiser of ECTFF, a Forum dedicated to Customer Experience.
The Olympic Partners, a status that allows you to be above the law and dissuades the media from reporting illegalities? The examples of Airbnb and Visa are instructive. Airbnb has buried the advertisements of super hosts and Visa is imposing itself as the sole method of payment during Paris2024.
