The Paris Metro is plastered with posters extolling the virtues and benefits of Zoho, Monday, and Cegid. Why so much advertising? Is this carpet bombing by software publishers effective?
In India, call centre managers allegedly sterilised female call centre agents without their knowledge in the mid-2010s. According to various experts, chatbots will completely replace them within five years. Fact-checking in BPO and AI, backed up by figures, clichés and photos.
Disappointing customer experiences could cost businesses £3 trillion by 2026. This represents a real windfall for those who know how to streamline the customer journey, whether online or omnichannel, according to Qualtrics.
Carlos Tavares loved his Alfasud Sprint, made a hole in a Renault 4L during his industrial placement, and wrote a book, published by Plon. The former CEO of Stellantis's stories, confidences and mechanical advice are well worth reading and reflecting on. Fasten your seatbelts.
Doctolib is launching an online paediatrician service available 24/7, as efficient and easy to access as Carglass. Stanislas Niox-Chateau made the announcement on France Inter. Fact or fiction? Are his partners being paid to provide their technology and expertise?
Nous passons une grande partie de nos vies dans les transports, les métros, les bus. A Paris, la ligne 14 et son prolongement ont tout changé. Dans le RER, tout ne fonctionne pas bien. Mais à NYC, c’est pire.
American Express or Zenchef will be of no help in booking a table at Mokonuts, a modest and very popular restaurant in Paris. Who are the champions of the experience in France, and what tools do they use?
A San Francisco, durant Dreamforce 2025 (Salesforce) Marc Benioff, PDG, a enchaîné les bévues dans ses prises de parole. Anne-Fleur Saraux et Gary Anssens ont animé avec brio ECTFF, 13ème édition.
Anne-Fleur Saraux, Associate CEO of Wengo, the leading online psychic reading platform, captivated the audience yesterday at the French Customer Experience Forum. The 13th edition of ECTFF was held in Paris rather than La Baule.
Schedule, hotel address, registration and wild cards. French champions in customer experience, employees and patients will gather on 15 October in Paris for the 13th edition of ECTFF.
For almost seven years, within a little-known club, large companies have been sharing their tips and best practices for improving the performance of their call centres. What they all have in common is that they are equipped with Genesys and are looking for a potential competitor, in view of an upcoming change that is by no means insignificant.
Doctolib is launching its AI telephone assistant at a price of €99 per month (including VAT), or €49 for osteopaths. For dentists, and soon veterinarians, competitor DentalCall AI is already operating for telephone appointments, supported by Volubile.ai technology.
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.
