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 ago, unions related that call center workers were enduring « subhuman conditions » in Philippines.  First published in En-Contact 97, in May 2017.

« Cap sur les US », le motto des patrons de centres d’appels. Marocains, français, etc..

A quelques mètres seulement de la Mosquée Hassan II, ce que j’ai découvert et entrevu, dans les derniers jours de septembre, m’a fait songer…au cinéma et à la littérature. Pourtant, je n’y visitais que les nouveaux centres d’appels de CCA […]

UNI Global Union Files Complaint Against Teleperformance, call centers world Leader

Uni Global Union, a federation of trade unions based in Switzerland, has registered to the PCN, the national contact point available to the OECD in each of the countries where it is represented, a notification of specific circumstances. According to it, the world leader in call centers violated the rights of workers to have a […]

Engagement and content moderation: what Comdata achieves, for its client named Coca-Cola, from London

Good morning England! Just when the British have expressed their desire to leave Europe, one “has to” go to London, to meet some inhabitants who are doing astonishing things there. In music or digital markets, the melting-pot of big cities leads to unique realizations, when talent and ambitions are reunited. Very special agents In June […]

Mister Auto entrusts Matt with delivery requests. But Matt is a voicebot designed by Ilibot

Mister Auto has delved into the callbot adventure by relying on Ilibot, the new technical offer dedicated to voicebots, designed by Viavoo, in collaboration with Sereneo. The results are very convincing, even if the meeting between these two companies was a bit of a coincidence. NLP, formalization of customer journeys, digital voice, the list of […]

Callbot: from the Foirfouille to the Grande Épicerie

How to choose your best bet for chatbots and callbots, in France? Nothing looks less like a real callbot than a basic chatbot. How to know who are the real French specialists, those to consult? Who makes and sells what? Things to keep in mind More than 30 companies at least, in France, declare themselves specialists […]

Lisa, can you fill my gas tank?

Butagaz and Zaion have created Lisa, the world’s first voicebot to enable voice shopping … to fill your gas tank. It has been functional since the start of summer and is well received by customers. This summer (2019), two French companies have successfully launched a world first: to enable ordering, in natural language, restocking or […]

« Who’s in it, who are you?” The story of a cursed movie

The first French comedy about call centres was co-written and produced by a neophyte in the world of cinema. But not in that of telephone platforms. The eventful story of a film and its producer: Manuel Jacquinet. « Seeking photojournalist for freelance role ». When Déborah Chiarella responded to this announcement on the internet, she didn’t know […]

TangerCXForum, 1st edition in April 2020, in the most beautiful hotel in Africa

Africa is the new frontier: very good coders and telecom engineers are trained there. Mid-cap companies outsource their BPO or IT and the continent’s growth prospects far exceed those observed in Europe. The organizers of the 1st Customer Experience Forum decided to create an African version of the Forum de La Baule in April 2020. […]

Will strikes and the social movement make a fortune for Didier Ferrier (Eodom)?

Hegel speaks in a cunning & complex work of history, signifying by this concept that sometimes history borrows detours whose meaning one does not understand until the end of the journey (in summaryJ). Will the transport strikes -which have largely prompted companies of all types to resort to teleworking in recent weeks- constitute this ruse […]

Deal-Makers of the year in the customer experience & service department:

1/Teleperformance saw its share price increase by 51%. ADM Value was sold to Tessi for 110 million euros. Claude Briqué recovers the fruit of his labour and the risks taken: he was one of the first to believe in Madagascar, as a destination for contact centres. 2/Myopla records in Tangier and Tetouan, where it is […]

On, discover the Tupac Shakur of telesales, the Alain Finkielkraut of the customer experience and Agnès de la Fesse d’Ange, the cousin of Inès…

(Now we see them on TV)  Created in 2018, BloumbergTv is a web TV dedicated to customer service and experience, a logical variation of the magazine En-Contact, THE magazine that has been interested in these questions and in contact centres, for soon to be 20 years. Quick interview with BloumbergTV host and magazine editor: Manuel […]