Aircall… does it work in call centres?

Fact-checking in the aisles of VivaTech. Almost three years after our first brief article about the all-in-one telephone solution whose founding executives hope will be on the stock market *, the editorial team of En-Contact wanted to update their information and their point of view on the company that announced, on its website and in […]

Consulting firms and strategists in customer experience & relations

How to identify and choose the right partner and start with the right job. E /Y or Bain Consulting? Go Beyond or Praxidia or Comdata Digital? NPS or Customer effort score? The bosses of small or big businesses who seek to develop or not to fail in the face of Amazon or Alibaba cannot ignore […]

After the sausage, the Morteau baguette

Show us what you got ! The competition for the best baguette allowed Mehdi Corgey, a baker in Morteau, to be celebrated by his peers yesterday after an incredible final. Mehdi Corgey will not be at Vivatech, the high mass conference that opens today in Paris. We will talk a lot about customer experience. Good […]

Ikea has come to town: big expectations

Guided customer journeys and personalized crockery: the new customer experience kit?   There was a crowd gathered this morning in the heart of Paris, for the opening of a new store for one of the brands that has changed the face of shopping since its creation: Ikea. There were customers happily waiting in line with […]

A good location is expensive

Rent for hot-dog stand locations up to $250,000 in the most frequented parks in NYC (New York City). The acquisition of customers is expensive and can even reach extravagant amounts. Being in the right place – in the physical world like in the digital world- represents a real risky investment because nothing is ever guaranteed […]

Wynd, the king of storytelling regarding the customer journey?

Despite very significant fundraising (the last raising approximately €72,000,000 3 months ago), conducted with the help of major institutions (Natixis, Orange, Sodexo Ventures), Wynd does not seem to deliver the services expected by its customers. Are their cash registers and software – in unified commercial SaaS mode – expensive, inefficient or is it that their […]

Rule # 1: Anticipate peak times of customer contact

Suitable for: Call centers, stores, utilities, hospitals, museums, amusement parks… « Know thyself ». If someone -in a whimsical impulse- had decided to ask Socrates his recommendations to optimize the wait, he would probably have advised the Directors of the Customer Relationship to acquire a good understanding of their flow of customer contact. Depending on the sector, certain […]

Facts and issues: Your waiting time is estimated at…

… 13 years to assist a Vienna Philharmonic Orchestra concert … 28 months for the delivery of an Aston Martin DBS … 1 year to get an appointment with an ophthalmologist in Picardie … less than you think: the average estimated waiting time is 36% more than the actual experienced wait time … 1 minute […]

The Eiffel Tower – the slopes that make the wait more pleasant

An Indian queue of dozens, hundreds and sometimes even thousands of people who get tangled up at the foot of the iron lady … in the cold, the rain, the snow … for hours. The reception of the Eiffel Tower is unworthy of its status. Important changes are happening – and the issues are not […]

Waiting, the number 1 « pain point » of the customer experience is not necessary inevitable

Around the world, brand customers and companies in all industries are talking about a topic when asked what is the first « pain » felt in customer experience: waiting. Waiting at the cash register, in the queue at the taxi stand, waiting for a refund on online returns, waiting for the « home page » of the website to […]

We call him Francis the Belgian, oh no, LUC Francis (Jacobs) the Belgian

Like his almost homonym, he frequents the mob. But it’s that of telephone marketing and call centres, not THE MOB. After a successful career at Nokia, the boss of Nixxis is discovering – with his software tools – a great breakthrough in contact centre’s equipment, mainly those devoted to outbound calls. After performance tests compared […]

Live from Carthage with Voicecom

Inès… (of) Mansour, our Inès… In terms of fashion, classy shoes & good addresses in Paris, we are proud of a certain Inès de la Fressange. In terms of customer service, market research and satisfaction – well conducted in several languages – Tunisia has seen the birth and growth of Inès de Mansour, we dare […]