In this second episode of ‘TP's most profitable BU’, Xavier Blanchot, former technical executive at Teleperformance, explains what, in his opinion, made the world's number 1 BPO company so successful during its boom years. He now runs the Hôtel La Louisiane, a family-run business and a legendary hotel.
On 13 January, Paris will no longer have any physical reception points for tourists and visitors. Spot 24, its last TAP, will close on 12 January. 7 of the 10 Parisjetaime employees responsible for providing information and selling to visitors will lose their jobs, according to the plan put forward by Corinne Menegaux, the association's managing director. ‘A centralised reception point is obsolete and inefficient’.
20,000 calls per hour! In April 2022, Ferrero announced the recall of certain Kinder products in France. Concerned consumers contacted the manufacturer following the discovery of cases of salmonella. Sitel, now Foundever, and its partner Zaion, a designer of callbots, will efficiently manage the reception and documented response to these calls or contacts.
Le documentariste oscarisé, Michael Moore, a rédigé une lettre ouverte en réponse au manifeste de Luigi Mangione, qui le mentionnerait. La lettre contenait également un lien de streaming gratuit pour son film Sicko de 2007, qui explore la crise des soins de santé dans les Etats-Unis et les raisons pour lesquelles des millions d'Américains ne sont pas assurés.
Le 4 décembre, Luigi Mangione est suspecté d'avoir tué par balles Brian Thompson, le PDG de UnitedHealthcare à New York. Après qu’il ait été arrêté par la police, les enquêteurs ont mis la main sur un manifeste que Luigi Mangione avait écrit. Les médias américains ont tous refusé de publier ce manifeste, à l'exception du journaliste indépendant Ken Klippenstein.
Do genius telemarketers have recipes, specific files or an intuition for magic time slots? In this 8th episode of the En-Contact/ hipto podcasts, Manuel Jacquinet shares some of his secrets: since 1996, he has trained over 8,500 telemarketers and met the Johann Cruijffs of the profession. Kaspr.io, Nomination, the importance of prosody, Manifone, he shares a few recipes from the secret sauce of effective phoning.
In France, 60 companies and publishers are promising to automate customer services and transform telephone advisers into augmented agents. Is Yampa.ai functional and more effective than Klark, Mayday, Sereneo or ilibot? Partech believes so, and has just invested.
Five times in a row, the Rolling Stones would come to record here, in Boulogne-Billancourt, in this magnificent studio equipped to the highest standards and where the Beatles, Téléphone, Gérard Manset and all the crème de la crème of French and English rock came. A mini-market has taken the place of this temple of music.
You need to be able to reach David Lucas, Franck Provost or the late Vidal Sassoon to book a hairdressing appointment. Antoine Cierplikowski, known as Antoine de Paris, considered the emperor of hairdressing, was one of the first to install the telephone, in his salon at 5 rue Cambon. He tells the story in his autobiography, now out of print.
Karine Jan, Transforming agent ? This former robotics specialist discovered the world of call-centres in Ireland at a young age. Since then, she has enjoyed a demanding and exciting career with Teleperformance. One guiding principle : transformation. And to be transformed herself!
‘Handling the first calls I received in customer service at Wanadoo was something unique. I was 24, there was everything to do from a technical point of view and I knew nothing about it. When he joined Teleperformance in 1997, Sébastien Zins joined the 1st Customer Service Centre in France. Growing from 35 to 600 people in 18 months was a great learning experience, not to mention a few other memorable adventures. He is now VP at Salesforce, Head of Marketing Cloud.
It's hard to imagine that your professional life, and later your private life, could be based on a small advertisement, a queue in which you have to jump over the ‘competitors’ to get your chance. In the South-West of France, this happened to Karine Lours at Teleperformance.
‘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.
Is Agentforce as efficient as Trump ? What about the carpet bombing by Salesforce ? Welcoming, winning over and building loyalty. Published by Malpaso-RCM, Le Bottin is a useful Directory focused on CRM, CX, BPO.
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.
