Without fanfare, without bullshit, and without Y Combinator, a French company could revolutionise the call centre business and consign unreachable, overloaded customer services to oblivion.
The famous American artist Scarlett Johansson was angered that OpenAI had, according to her, reproduced her voice to build Sky, one of the new voice personifications of ChatGPT, a conversational robot. OpenAI, although disputing these facts, has paused this voice creation.
Mylène Farmer said yes. Scarlett Johansson said no. Companies, dentists, and Cécile de France are rushing to adopt conversational agents. Why?
Since August, a cyber attack has blocked part of the systems of Colt Technology Services, a British telecoms operator with a large presence in businesses and among some major telemarketing specialists.
One third of insurers and insurance brokers recently inspected by the DGCCRF (French consumer protection agency) are in breach of the law: they engage in illegal telephone canvassing, have contracts signed electronically after a single call resulting in an agreement from the prospective customer
Thanks to Vocalcom's Universal CRM Connector (HUCC), 180 Intelcia call centre agents can identify callers by automatically consulting customer records in Microsoft Dynamics as soon as the call comes in, personalising the conversation for users who are often in vulnerable situations.
I learned so much on Rue Firmin-Gillot. Corinne Schamber recounts her remarkable career at Teleperformance, where she started over thirty years ago. She held almost every position there before becoming Managing Director for French-speaking Africa in the French market.
A little over five years after joining, Teleperformance, now known as TP, will be removed from the CAC 40, the Paris Stock Exchange's flagship index. This removal, described as an ‘ejection’ by AFP, was announced yesterday and will take effect on 22 September.
Conversational AI and the sluggish BPO market are causing some movement, mostly of a defensive nature, and a few rumours. At Genesys, Ocean Call, Armatis...
Is this deterioration organised, intentional and widespread? Canadian journalist Cory Doctorow, French researcher Mathilde Abel and French customer experience specialist Manuel Jacquinet share their views on the reasons behind the deterioration in service or customer experience in companies that had made it one of their hallmarks, whether American or French.
TP, Teleperformance, appoints Agustin Grisanti, its “Lionel Messi”, to head up a key region: EMEA and APAC.
Affinicia, a specialist in remote customer acquisition, is setting up a new contact centre in Barcelona. Bardey joins Barça.
Marc Benioff, CEO of Salesforce, has confirmed that 4,000 jobs in support and customer service have been cut. Salesforce layoffs: an explanation for the deterioration of the customer experience?
AI agents and callbots are appealing to CFOs and Customer Service directors, who are keen to automate and replace everything. Velux seems to be succumbing to this trend, which is a pity.
For ten years, the omnichannel, multilingual customer service of Europe's largest airline has been provided by a French BPO specialist. Independent and not listed on the stock exchange (CAC 40 or Nasdaq). Visit to 4 Customer Square, near the Seine in Paris.
The En-Contact directory, the fifth edition of which was published this year, lists and references French specialists in CRM, customer experience and hospitality. Not to mention employee experience. More than 900 companies and their executives are featured. Some would have deserved to be included in their day, had the directory existed, such as Jacques Borel, who changed our experience of eating on the motorway.
The accidental inhalation of pesticides in his Californian garden prematurely deprived the world of one of its most incredible drummers: Jeff Porcaro. That was almost thirty years ago (on 5 August 1992). A book was quietly released in 2020 about the life of the Californian prodigy who also played with Steely Dan, Bruce Springsteen, Jean-Noël Chaléat and Alain Chamfort. Summer is the perfect time to read books. Especially those that make for an unforgettable listening experience.
In a small street in Paris's 17th arrondissement, there is a kind of museum that cannot be visited. Michel Berger and his muse recorded his last album there. Exclusive tour and photos, taken from a book dedicated to the French Abbey Road.
“I forbid you to write that I worked on this project.” At Worldline in Lyon, an executive became a star without meaning to. At LCL, one of the Flow project managers, now a regional director, wants to prohibit anyone from mentioning his contribution to the same project. Flow, the inexpensive telephony software that drives people crazy and had good reasons to be purchased.
Vintage sardines, lined up and canned, can provide a memorable experience. The Gonidec and Chancerelle companies (Connétable brand) still produce them in Douarnenez and elsewhere. A rare, out-of-print book tells the story of these canneries, one of which is very old.
