News

en-contact4d
Armatis, the girl next door des call-centers et du CRM ? Grandir à l'ombre d'Accenture, de Concentrix, de Salesforce
Partenaire BPO ou CRM discret quelques clients exigeants, Ryanair, BNP Paribas, ou Orange notamment*, Armatis et ses 10 000 collaborateurs dévoilent leurs ambitions. La girl next door peut-elle ...
en-contact5d
RCS, arnaques par téléphone. Chez Orange, le quotidien d'Amelia Newsom-Davis
Campagnes RCS, engagement via WhatsApp, leads intentionnistes, comment faire du new biz en 2025.. Que peut faire pour vous Amelia Newsom-Davis, chez Orange ? Et Brevo, Callity, hipto ou Manifone ? Le ...
en-contact6d
Un chirurgien-dentiste teste la prise de rendez-vous opérée par un agent IA
La prise de rendez-vous chez un dentiste, orthodontiste, 24/24. Sans Doctolib, avec embarquement des données patients. 149 euros par mois/TTC et presqu’aussi efficace, pour la prise de rendez-vous, qu ...
en-contact10d
"Those who are shorting TP and Teleperformance shares are going to get burnt, trust me. When you generate a billion euros in cash flow, nothing is lost"
Threatened by AI, bots, a wait-and-see attitude and Klarna's ‘nonsense’, Teleperformance, TP, wants to believe in its future. Its managers deplore the undervaluation of its share price. Its French ...
en-contact1mon
Nidal Afid, the decisive Moroccan agent for Intelcia in Egypt?
Can one woman, one man, just one make a difference in competitive businesses such as customer relations and BPO? This is the question that this month's two witnesses attempt to answer: Nidal Afid, ...
en-contact1mon
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 ...
en-contact1mon
‘There's always something unexpected happening in a station’
Florent Bardon is the manager of Europe's largest railway station, Gare du Nord in Paris. He also manages the station known as Aéroport CDG2 TGV. Who's the boss and what do we monitor in terms of ...
en-contact1mon
Cat-Khe no longer helps lost tourists in Paris. Replaced by AI
Since 1991, the visitor advisor has answered and memorised the answers she has given to over a million tourists. She has one conviction: ‘in Paris, tourists and visitors don't have to look for us’.
en-contact2mon
At Concentrix's call centres in France, is management toxic?
“They're great for cooking merguez sausages”. The key role of supervisors, the Chief People Officer and measuring the employee experience in the BPO industry. On the floor of Webhelp's call centre in ...
en-contact2mon
Je suis heureux de travailler chez Accor, Saqr Fassi Fehri, SVP Guests and Hotel Services
On ne réserve plus une chambre d’hôtel comme avant et de la même façon, selon qu’on est client de Sofitel ou de Fairmont, voire d’Ibis. Le rôle de l’IA dans son métier, ses convictions et ses méthodes ...
en-contact4mon
Paris has closed its last tourist office. Just ask the locals, via WhatsApp
On 13 January 2025, Paris will no longer have any physical reception points for tourists and visitors. Spot 24, its last PAT, will have closed the day before. 7 of the 10 employees at Paris Je t'aime ...
en-contact5mon
20,000 calls per hour. Callbots and Foundever saved Kinder (Ferrero)
20,000 calls per hour. When Kinder worries, the callbots step in. In April 2022, Ferrero announced the recall of certain Kinder products in France. Concerned consumers contacted the manufacturer ...