« 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 Bloumbergtv.fr, 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 […]

Claude Briqué, live from Diego Suarez

This is the story of a great traveller, reader of biographies and worker: 6 days out of 7, you are likely to find him at his office, nomadic. The man responds to his e-mails, dissects the production figures that are wrong or translates a good performance. That he will not fail to meet. Who is […]

UTU, the Free of tourist tax refunds?

After its successful launch in Italy, the disruptive specialist in tourist tax UTU announces its arrival in France, a strategic market, with a strong argument: pay 85% of VAT back to tourists against 55% from its competitors. Have Global Blue and Planet taken their customers for pigeons so far? The competition authorities wonder.  Eric Sallenave, […]

Three is the Magic Number

3 will be the key figure of the 8th edition of Experience Client/The French Forum to be held in La Baule, from September 30 to October 2, 2020, in a completely revised format.  KYC, CRM, BPO, RPA, NPS, etc., behind these acronyms are hidden, in three letters, the keys to a successful and fluid customer […]

You weren’t in Africa? You’re Gaou!

Of course, the 5th edition of Sarcca would not have hosted, in the green park where they settled, multiple technology booths or major providers of European contact centres but for the dynamic Anna Catche (organizer of the African Salon for Customer Relations) who has succeeded in attracting a large part of those who believe in […]

Linda Hemlat, Director of Strategic Accounts

Master of Law and Business School (European Higher Diploma in Communication and Management) I joined the Teleperformance group in 2007 as a client adviser on legal information activities, and I quickly moved within the company towards management positions. I finally left the operations in 2013 to join the Account Management.  En-Contact: What is the scope […]

Club Med embeds InContact CXone, Nice’s cloud solution for measuring customer experience, in cooperation with Verizon Wireless

Now able to measure and analyse conversations on a routine basis, the high-end travel specialist is completing a structuring project to improve the customer experience. Calls, chat sessions, everything now passes through the Nice tool that comes to replace Avaya. Discover a full report in our 113 isssue. To know: The next issue of the […]

Who’s gonna save Tila March?

The iconic brand, which had success with Zelig – the tote bag designed by Tamara Taichman that conquered ‘fashionistas’ around the world (such as Emma Watson and Jessica Alba) – is going through a delicate period. In receivership, the company that believed in phygital and had quickly developed exports to Japan and China, is a […]