en-contact

Call centres and outsourced customer relations. Only E/Y makes money in BPO, with its barometer

Every year since 2017, the SP2C, in partnership with EY, has published the barometer of the economic, social and territorial impacts of outsourced contact centres. The title of the 2024 edition was: ...
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Travaux surfacturés dans les HLM de Paris Habitat. La Mairie de Paris à l'Ouest

Le Parisien révèle dans un dossier et une série d'articles explosifs que des travaux de réfection chez Paris Habitat, premier bailleur social de France, sont, seraient entâchés de corruption. Le ...
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‘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 ...
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Teleperformance ejected from the CAC 40 index, five years after joining

Daniel Julien, the founder of Teleperformance, has realised one of his dreams: Teleperformance joined the CAC 40 on 20 June 2020. The company will leave the index on 22 September and be replaced by ...
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Konecta, all growth? Make BPO and call-centers great again

Technological disruption is going to take time. And conversational agents are not about to send call centre agents and telemarketers packing, especially Konecta's 120,000 employees. Nourdine Bihmane, ...
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In Madagascar, call centre activity partly spared by protesters

The Madagascan rioters did not vandalise or compromise the activities of the largest call centres in Antananarivo. Will AI take care of it, quietly? Amazon, SFR, Meetic, Editis, Canal+, Carrefour ...
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Seven2 puts Vocalcom, the software star of outbound calls in call centres, up for sale

Seven2, formerly Apax Partners, has reportedly commissioned a French investment bank to sell its stake in Vocalcom, the star call centre software company, which has recovered well after a few ...
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Speech analytics: Blancheporte choisit Callity, couplé à Vocalcom. Beside lève 32 ...

Ne perdre aucun appel, en période de disette économique, est clé. Car tout peut se jouer en un coup de fil. Analyser ce qui est dit dans les conversations est désormais un must-have complémentaire ...
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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-contact

France’s most valuable startup, Back Market faces a lawsuit: a success story's first glitches

The consumer association, UFC Que Choisir, has filed a lawsuit against the marketplace specialized in refurbished electronic devices (mainly phones and computers). This is the first hitch in a ...
en-contact

OceanCall Group recrute son premier directeur général, un ex-Concentrix

Le groupe indépendant de BPO, spécialiste de l’acquisition et du service client multilingue, crée le poste de directeur général et nomme Franck Etienne, ex-Concentrix et Opportunity. OceanCall ...
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Manuel Jacquinet

Un spécialiste du service client, de l’expérience client et des centres d’appels depuis… 1996. Rédacteur en chef du magazine En-Contact, qu’il a créé en 2000, fondateur de Colorado, l’école du ...