“My goal was to create the Juilliard School of the customer and employee experience”
Today will start, near Pouliguen from Batz-sur-Mer, a gathering specially named ECTFF. For 9 years, La Baule has been bringing in around one hundred p[...]
International
When counter staff make a difference…
People working at receptions and in sales are making more and more of a difference, and contributing to the personalisation of the customer experience[...]
The well-being of employees is significant
The leader of a renowned model agency transferred the agency to a calm area of Paris; Offering his models and bookers adequate working conditions brou[...]
Do not call list : messaging fobidden in NYC
This week, Governor Andrew Cuomo signed legislation that added text messaging to the state of New York’s definition of telemarketing communication for[...]
How much I have learned on Firmin-Gillot Street, Paris
Quality Monitoring from Ex Teleperformance employees… One of the most secret French companies gives first a voice to the ones who have written within[...]
I can’t get no satisfaction !
There is no value or interest identifying the satisfaction of a yes or a no. Ah, the number of people who want us to be happy right now! Every day, w[...]
When the cleanliness of toilets becomes an obsession
In the train stations, the gas stations and when getting a burger, customers desire in particular to find clean toilets. Ensuring this can be a comple[...]
Zaion raises €9 millions of funding to revolutionize the customer experience with voice and Artificial Intelligence
Zaion's ambition is to become the European leader in customer relationship solutions enhanced by Artificial Intelligence. This Series A round of fundi[...]
The trading in the shares of Solutions 30, an SBF 120 listed company, has been suspended
The trading in the shares of Solutions 30, an SBF 120 listed company, has been suspended for days upon request of the company. Trading won’t start aga[...]
“Sophie Vermeille knows how to play 3-D chess” (Carson Block /Muddy Waters Capital )
She is sometimes presented as the Erin Brockovich of bankruptcy law and minority shareholders. En-Contact has had a short talk with this independent[...]
Covers and articles that left their marks in the life of our magazine En-Contact
Edited by Malpaso-Radio Caroline Média, En-Contact is one of the most French famous magazine dedicated to Customer Service, Customer Experience. In a[...]
Recognizing liars from the sound of their voice ?
Faster speech rate, greater intensity in the middle of the word, and falling pitch at the end of the word: that is the prosody1 to adopt if one wants [...]
New Premium Service for U.S. Consumers: Your Tech Team
Dell propose un service client Premium, 24/7 et assuré par des agents basés aux USA. C’était en 2008. By WW Customer Experience July 1, 2008. En 200[...]
Ep. 1 : Un call center, c’est quoi, ça sert à quoi ?
Les plateformes téléphoniques, les call centers sont bien vivants et de nombreuses entreprises françaises excellent dans le domaine de la relation cli[...]
In the middle of Covid 19, Cardif IARD takes on board the callbot BCP from Zaion…
So as not to deter any insurance calls! In the insurance business, which is sometimes considered not very agile or cluttered with procedures, Cardif [...]
Super Bear, Davout, EMI-Pathé Marconi, legendary recording studios in France ( our own Abbey Road)
Super Bear, CBE Studio, Davout, Hérouville Castle, Pathé Marconi Studios, are unique and legendary recording studios that France has witnessed come to[...]
A short selection of famous recording studios in France, that you should know and the reasons why
In a very rare and nice book, that will be published on the 20th of November, edited by Malpaso editions, you will find stories about the French famou[...]
The dreaded Romainville football team? Made up of 100% telecom advisors!
When ministers of health go to Romainville, what often happens is they pick up a headset. The city is home to a contact centre that is famous for vari[...]
Call centers are the armies of the 21st century : interview with Daniel Julien (Teleperformance)
Teleperformance will enter the CAC 40 the 22nd of June. The company, an Amazon contractor, among others, was created in France in 1978. A few weeks ag[...]
“Cap sur les US”, le motto des patrons de centres d’appels. Marocains, français, etc..
L’ex directeur général de CCA International , Mohamed Slimani, est officiellement depuis quelques mois Directeur Général du développement internationa[...]