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.
Conversational AI and the sluggish BPO market are causing some movement, mostly of a defensive nature, and a few rumours. At Genesys, Ocean Call, Armatis...
Is this deterioration organised, intentional and widespread? Canadian journalist Cory Doctorow, French researcher Mathilde Abel and French customer experience specialist Manuel Jacquinet share their views on the reasons behind the deterioration in service or customer experience in companies that had made it one of their hallmarks, whether American or French.
TP, Teleperformance, appoints Agustin Grisanti, its “Lionel Messi”, to head up a key region: EMEA and APAC.
Affinicia, a specialist in remote customer acquisition, is setting up a new contact centre in Barcelona. Bardey joins Barça.
Marc Benioff, CEO of Salesforce, has confirmed that 4,000 jobs in support and customer service have been cut. Salesforce layoffs: an explanation for the deterioration of the customer experience?
AI agents and callbots are appealing to CFOs and Customer Service directors, who are keen to automate and replace everything. Velux seems to be succumbing to this trend, which is a pity.
For ten years, the omnichannel, multilingual customer service of Europe's largest airline has been provided by a French BPO specialist. Independent and not listed on the stock exchange (CAC 40 or Nasdaq). Visit to 4 Customer Square, near the Seine in Paris.
The En-Contact directory, the fifth edition of which was published this year, lists and references French specialists in CRM, customer experience and hospitality. Not to mention employee experience. More than 900 companies and their executives are featured. Some would have deserved to be included in their day, had the directory existed, such as Jacques Borel, who changed our experience of eating on the motorway.
The accidental inhalation of pesticides in his Californian garden prematurely deprived the world of one of its most incredible drummers: Jeff Porcaro. That was almost thirty years ago (on 5 August 1992). A book was quietly released in 2020 about the life of the Californian prodigy who also played with Steely Dan, Bruce Springsteen, Jean-Noël Chaléat and Alain Chamfort. Summer is the perfect time to read books. Especially those that make for an unforgettable listening experience.
In a small street in Paris's 17th arrondissement, there is a kind of museum that cannot be visited. Michel Berger and his muse recorded his last album there. Exclusive tour and photos, taken from a book dedicated to the French Abbey Road.
“I forbid you to write that I worked on this project.” At Worldline in Lyon, an executive became a star without meaning to. At LCL, one of the Flow project managers, now a regional director, wants to prohibit anyone from mentioning his contribution to the same project. Flow, the inexpensive telephony software that drives people crazy and had good reasons to be purchased.
Vintage sardines, lined up and canned, can provide a memorable experience. The Gonidec and Chancerelle companies (Connétable brand) still produce them in Douarnenez and elsewhere. A rare, out-of-print book tells the story of these canneries, one of which is very old.
In the peaceful 6th arrondissement of Paris, opposition to the opening of a mini Carrefour City store on Rue Vavin is turning into a real class clash, against a backdrop of elitist resistance to large corporations such as Carrefour.
Selected as the call-centre and telephony software because it is cheaper and more efficient than Genesys and Odigo, Wordline is causing a stir at LCL, with its 12,000 advisers and the bank's general management. Nothing seemed to work. The implementation of the IVR was postponed.
In its latest barometer, released yesterday for the SP2C, E/Y forgot Accenture, a long-standing player active in BPO. And Swad...Accenture, which is taking over BNP's activities in Belgium, in a carve-out operation. Accenture is increasingly competing with Concentrix, Teleperformance, Intelcia, Outsourcia, Wirk.io and others. In Belgium, the carve-out of 500 back-office jobs from BNP Paribas Fortis to Accenture has provoked threats of strike action. Also in moderation (Trust and Safety), the American company is competing with the major BPO players.
Memorable experiences and encounters, not available on Airbnb, Booking, Le Collectionnist. Who are the 100 VIPs, innovators in the visitor and customer experience in France? Discreet and highly efficient, Jérôme Bourdenet is not one to brag, but he could teach you a thing or two: hosting monks, retired CEOs and strangers of all nationalities for thirty years develops your sense of welcome and organisation. Meet him in Rochefort du Gard.
In BPO and outsourced call centres, only E/Y makes money. With its annual survey. The 9th E/Y and SP2C barometer will be published tomorrow, 9 July. What En-Contact magazine has noted this year about this market.
Abritel, the holiday rental specialist and subsidiary of the Expedia group, was condemned in mid-June by the Paris judicial court for misleading commercial practices. Like Booking and Airbnb, the platform, which is owned by an American group, seems to have failed to take adequate steps to stamp out the numerous scams and identity frauds.
