Le magazine indépendant et international du BPO, du CRM et de l'expérience client.

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AI and Quality Monitoring: Cash Investigation points the finger at Banque Postale. Rightly so?

AI and Quality Monitoring: Cash Investigation points the finger at Banque Postale. Rightly so?

In a recent edition of Cash Investigation, a manager from La Banque Postale, whose customer relations department is headed by Sandrine Beltran, reported that the bank was using AI to rate its telephone advisor employees. TP Interact, a Teleperformance subsidiary or BU, is said to be the tool deployed and misused by some of the bank's managers. True or false?

RAJA call-centers RFQ : Diabolocom, Genesys, Odigo, Sprinklr, Talkdesk

RAJA call-centers RFQ : Diabolocom, Genesys, Odigo, Sprinklr, Talkdesk

Raja, a medium-sized company specialising in the distribution of packaging, handles its online sales through in-house contact centres all over the world. 60% of orders arrive by e-mail and must be processed before the 2 cut-off times of the day. Diabolocom, Genesys, Odigo, Sprinklr and Talkdesk were consulted to re-equip the call centre, which was working with Akio, Kiamo and Salesforce. No AI or speech analytics. 

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