Should companies make sure their call center agents are well fed? And which caterer do they use, at what price per meal? A food poisoning outbreak hit two call centers run by Konecta, one of the world’s major BPO players, in Madagascar the week of October 9.
Amoniss chose its winning bid because it offered the best value. When the group, which also owns Pimkie, Chevignon and Christine Laure, consulted more than a dozen BPO specialists in mid-2026, its request was simple: propose an organization where AI can improve customer service efficiency, automatically answer frequently asked questions (WISMO, or “where is my order?”), and handle volume spikes (Black Friday, Christmas).
The French state is showing great amateurism in its fight against illegal telemarketing, overlooking one obvious fact: "The profit to be made from illegal telemarketing is currently still greater than the risks involved," said Letitia James (New York Attorney General), a longtime fighter against this scourge.
What McKinsey did right for French students' math levels and National Education. "When you live and work in such a privileged context, how do you stay in touch with the rest of the world?"
Silver Lake has tightened its grip on a kind of Strait of Hormuz for French SMBs: payroll and accounting software. The firm has merged Cegid and Silae. According to its own framing, the move isn't about "scale synergies for the new group, valued at 10 billion euros, but revenue synergies."
At Orly Paris Airport, an internal call center handles crisis situations. Thanks to IA agent, ADP aims to make it more efficient
More iconic than Airbnb. In the days leading up to the opening of the 2024 Paris Olympics, a few rooms were still available at this peaceful, bucolic haven with a view of the Eiffel Tower. La Reine Margot, an MGallery hotel — the best spot at the time to have a front-row seat and discover Paris and its magic? The organizer of ECTFF, the Customer Experience Forum, invited readers to find out.
NVIDIA graphics processors aren't the only assets with real value. A 435-room hotel near the Bir-Hakeim bridge and the Eiffel Tower, where 50% of rooms enjoy a view of the Tower, is a rarity. In finance, that's what you'd call an asset. The Pullman Paris Tour Eiffel reportedly sold for 400 million euros.
In France, mainstream media journalists don't have a strong grasp of the call-center industry, or of how AI is reshaping it. Should companies invest in quality, accessible phone-based customer service, or abandon the market altogether and put all their faith in AI instead? To do what, exactly? The intent-based leads industry, for one, is about to enjoy a solid new boom.
As the launch of his tour at the Colisée in Chartres approaches, Patrick Bruel is facing growing communication headaches around the event: the concert poster has disappeared from the venue's website.
Out of 10,000 calls received per month, including those from prospects, the AI agent built by Volubile.ai handles more than 25% of them. "That's already huge," says the rental company's co-founder, Frédéric Dubois.
Anne Courtines, formerly of Accenture, replaces Ludovic Lempire at Concentrix France.
« I prefer Bercy, La Défense shits on you » fumed Bruce Dickinson, lead singer of heavy metal band Iron Maiden, after the interruption of their concert held in late June in Paris.
Yesterday, E/Y and SP2C released their annual barometer on the state of the outsourced customer relations market. We didn't attend the presentation meeting for the study, but we did go through it. Air conditioning was on the agenda — a key selling point.
Shakeup at Foundever, Teleperformance, Brevo, and in luxury hospitality: Laurent Uberti and Olivier Camino reportedly on their way out at Foundever. Over at Doctolib, a heavy hitter just joined customer service. Mercato
The former co-founder and CEO of Webhelp — now Concentrix — will take the floor on June 25 in front of a room full of BPO executives.
The DGSI is gradually turning its back on Palantir and choosing ChapsVision, a French provider that was largely unknown until now. The French government wants to reduce its dependence on GAFAM and Palantir.
Is the Val d'Oise the heartland of American rock? In 1975, Glenn Frey, Don Henley, and a future world pizza champion crossed paths in Chauvry, a small town in the Val d'Oise.
Can a company use its CRM to retain customer data longer than the law allows? France's data protection authority (CNIL) says no, and is threatening Jean-François Rial's company with a fine that could reach 1.8 million euros. The travel company's management argues, among other things, that retaining the memory of commercial relationships is useful to them. Quite a topic.
The Nestlé subsidiary will close its in-house French call center in Lyon and relocate it to Morocco with Concentrix. According to multiple sources, 180 jobs will be eliminated. The coffee and customer experience specialist, repeatedly recognized for...
