Conversational bots are becoming increasingly popular in contact centers due to their ability to help customers quickly and efficiently. These virtual agents are able to complement the support of human agents to make them more efficient, improve the customer experience and reduce contact center operational costs. According to Gartner, by 2026, one in 10 agents interactions will be automated using a bot. In addition, bot deployments in contact centers will reduce agent labor costs by $80 billion … [Read more...] about The Conversational Bot: Enrich, streamline and automate interaction
Webhelp has chosen Logepal for the management of its contact centers.
As an international call center operator, Webhelp is one of the major players in customer relationship outsourcing. The Group now has more than 5,500 employees, 19 contact centers and has dual ISO 9001 and NF Service certification. Committed to a sustainable development approach and with continuous growth, the group has an image of a modern citizen society and offers a range of offers (consulting, integration, technology publishing and service delivery) in multichannel mode (Telephone, … [Read more...] about Webhelp has chosen Logepal for the management of its contact centers.
What are the keys to an efficient transformation of the organization?
Articles How is transformation defined? It is "the action of transforming, the operation by which one transforms, the resulting modification". The 3 important elements here are: action, operation and result. For a qualitative transformation, an organization must ACT in a more or less conscious way, define and set up the PROCESSES and/or procedures, coordinate and measure the RESULTS. Our team sought to find and analyze the common success keys to the transformation projects that have … [Read more...] about What are the keys to an efficient transformation of the organization?
CMAR awarded by the AFRC
The CMAR - Chambre des Métiers et de l'Artisanat Provence-Alpes-Côte d'Azur - accompanied by Activeo, launches its " 1er Accueil " project and obtains the second place in the final ranking of the "Palme Expérience Citoyen" delivered by the AFRC - Association Française de la Relation Client. This " 1er Accueil " project consists in the creation of a contact centre for (future) craftsmen in Provence-Alpes-Côte d'Azur. The aim was to make an essential change in order to place the … [Read more...] about CMAR awarded by the AFRC
LOGEPAL, THE ESSENTIAL TOOL FOR MONITORING:
Specialised in the accompaniment and support of individuals and professionals, Banque Populaire currently has 9.5 million customers and is present in 12 regions in France. Banque Populaire is part of the BPCE group which also includes the Caisses d'Epargne. Banque Populaire Rives de Paris maintains close contact with its 725,000 customers through a network of more than 200 sales outlets. The customer relations centre, which is located at three sites in Morangis, St-Denis and Paris, … [Read more...] about LOGEPAL, THE ESSENTIAL TOOL FOR MONITORING:
Activeo obtains the Qualiopi certification
In July 2022, Activeo has obtained the Qualiopi certification. The certification was issued for the following category of action: training actions. This certification attests the quality of the process of development of competences in accordance to a national frame of reference and facilitates the exchanges with all the financers. Activeo's engagement in this process shows our strong will to put our customers' satisfaction at the core of our concerns by continuously improving the quality … [Read more...] about Activeo obtains the Qualiopi certification
Activeo receives the EcoVadis bronze medal
EcoVadis is a platform that evaluates the way companies integrate the principles of corporate social responsibility (CSR) in their activities. More than 85,000 companies from 160 countries and more than 200 different industries are assessed on four main themes: environment, social, ethics and responsible purchasing. As a result of the measures implemented by the Group, Activeo's overall score has improved since the last evaluation. Activeo is proud to be awarded the bronze medal which … [Read more...] about Activeo receives the EcoVadis bronze medal
Activeo acquires majority stake in Inok Systems Pte Ltd through Activeo Singapore
Activeo strengthens its presence in Singapore by expanding the group's offering with Inok Systems. Activeo announced today that it has signed an agreement to acquire a majority stake in Inok Systems through its subsidiary Activeo Singapore. … [Read more...] about Activeo acquires majority stake in Inok Systems Pte Ltd through Activeo Singapore
Sentiment analysis: a new trend in the service of the customer experience
Customers are the greatest source of learning for a business. If a customer is unhappy or happy, there's something about the company, product, or customer service experience that made them that way. With millions of calls recorded, contact centers contain valuable information about a company's customers. Unlike manual investigation, Sentiment Analysis tools can extract this information from recordings of customer conversations in an efficient and fast way. In this article, we discuss sentiment … [Read more...] about Sentiment analysis: a new trend in the service of the customer experience
WFM evolution at Carglass
Specialized in car glass repair and replacement, Carglass now has nearly 3,000 employees, 450 integrated centers and more than 350 workshop cars in France. Since 1986, private individuals, insurance companies and mutual insurance companies as well as car fleets and rental companies have trus ted Carglass. In other words, customer care, team commitment and customer attention are an integral part of the brand's values. The customer relations centers, grouped together on 4 sites, have 400 to 600 … [Read more...] about WFM evolution at Carglass
LOGEPAL for operational efficiency
Fidelia Assistance, the assistance company of the Covéa group (MAAF, MMA and GMF), operates 24/7 in France and abroad to help its policyholders and customers. The 3 operational sites based in Tours, Nantes and St Cloud provide medical assistance (medical repatriation), vehicle assistance (breakdown service, towing, etc.) and home assistance (water damage, etc.). In total, more than 1,000 employees, specialized by activity, work daily on the assistance platforms. Equipped with the Logepal … [Read more...] about LOGEPAL for operational efficiency
OVHcloud, IR and Activeo – Ensuring great experiences in the hybrid workplace
OVHcloud is Europe’s leading cloud provider, delivering public and private cloud products, shared hosting, and dedicated server solutions in 140 countries worldwide. They also offer domain name registration, telephonyservices, and internet access. Bruno Touret, Technical Director for Contact Center and Collaboration, shared how IR’s solutions help them navigate hybrid ways of working to ensure high-quality interactions from anywhere. The problem OVHcloud’s contact centers – … [Read more...] about OVHcloud, IR and Activeo – Ensuring great experiences in the hybrid workplace
