Category Archives: News


Sales force outsourcing as a strategic model for agile businesses:  the collaboration between FRoSTA and CPM Italy

 

The speed required to respond to events has made companies more flexible, leading them to adopt more agile, rapid and dynamic approaches. In this landscape the sales outsourcing represents a strategic solution, as it allows businesses to establish, manage and monitor the direct relationship between costs and results in a flexible, scalable way.

 

Daniele Castagnini, National Sales Director at FRoSTA and Pierpaolo Bertocco, Managing Director at CPM Italy speak to MarkUP Magazine about the collaboration that brought to the development of an agile organisational model focusing on objectives and results, to achieve greater presence and wider product range and increase FMCG channel monitoring

 

Watch our video to see how CPM Italy has increased product availability in monitored retail outlets by over 30% in the first year. Working in collaboration at a strategic level to deliver growth plans across Europe, using an agile market and an in-house and outsourced retail field sales force.

 

The added value of a qualified sales force in an agile business model: the collaboration between Fitbit and CPM Italy

 

Everything changes and evolves. In a word were companies must adopt an increased flexible approach, both on the structure and on the business strategy, and consumer are increasingly well-informed and demanding, it is necessary to guarantee a field team made up of qualified professionals with a high commitment to the result, but it is also essential to provide regular, comprehensive training to in-store sales teams on a range of constantly evolving topics.

 

Giovanni Bergamaschi, Regional Director Southern Europe at Fitbit and Pierpaolo Bertocco, Managing Director at CPM Italy, speak about this at Mark-up

 

 Watch our video to see what Fitbit have to say about their relationship in collaboration with CPM Italy.

 

On behalf of the whole business, I am delighted to announce that after a rigorous multi- stage tender process, CPM UK has been awarded an exciting new contract working with Samsung Electronics UK.

 

The contract includes the Television Audio Visual and Digital Appliances field and training teams.   CPM are thrilled and proud to have been awarded such a prestigious contract and to be working with this innovative brand that is truly leading the way in consumer electronics.   This award further strengthens CPM’s position as the number one sales agency across the globe.

 

The tender process gave CPM a  great opportunity to showcase our ideas, data analytics capability, innovation and above all our award winning talent programmes.   The contract includes the transfer of over 350 employees who will support the Samsung brand in 2020 and beyond, and we can’t wait to get started!  Our mission for Samsung is clear – to drive sales of the Samsung Electronics brand through amazing, personalised consumer experiences and retail staff training.

 

We are excited to be working with a premium field, training and promoter team and look forward to transferring and welcoming  new employees to our business in 2020.  Samsung joins a portfolio of many leading brands across a broad range of sectors including Technology, FMCG, Retail, DIY, Telco and many more.   At the heart of our success is our People and our continuous focus on acquiring, developing and retaining the very best talent in the industry.  For further information on how we do this and what our people think about CPM then please click here or you can visit www.cpmjobs.co.uk for more information on what it’s like working for us.

 

 

Karen Jackson

Managing Director, CPM UK

 

Balance for Better

October, 22nd 2019 – Barcelona

 

CPM Barcelona takes home Gold Team of the Year Award and Silver Business Change & Transformation Award at UK Customer Experience Awards 2019

 

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home Gold in the Team of the Year Award category and Silver in Business Change & Transformation Award category at the UK Customer Experience Awards (CXA).

 

The 10th edition of the CXA recognised those inspiring organisations who enhance their customer experience in many innovative ways and achieve tangible results from the initiatives that have been implemented. Winners were announced at an awards dinner soiree and ceremony held at Wembley, London on the 10th October.

 

Following  gruelling finalist presentations,  competing against 7 other shortlisted agencies; CPM were announced winners as Team of the Year category in recognition of our Talent & Development team’s outstanding commitment, passion and focus in bringing to life CPM values of Freedom, Innovation, Excellence, Respect and Integrity by encouraging our people to challenge themselves and broaden their experiences.

 

I am delighted that our Talent & Development team’s passion and the proven best practice approach they have created has been commended by industry experts.  Congratulations to the entire team for the ongoing hard work and dedication said Annette John, Business Unit Director at CPM Barcelona.

 

Likewise, CPM Airbnb Team won silver in the Business Change & Transformation Award category, beating 8 other nominated competitors. This recognition highlights the brilliant job of our Transformation Team in changing the future by building on our past and by empowering our smartest people and letting them shine, achieving an impressive 650% Airbnb campaign growth in 6 years, and transforming the way we empower out people to grow and develop.

 

I am very proud of my talented Transformation Team; our innovative and creative approach to transforming core working processes has been recognized by both our partner Airbnb and by top industry professionals. A heartfelt thank you to the Airbnb Transformation Team, “ said Tom Johnston, Business Unit Director at CPM Barcelona.

 

CPM is committed to continuous innovation in consumer engagement and driving operational excellence in Customer Experience (CX) and Sales. These awards acknowledge the amazing success of our teams and their innovative approach to CX. I would like to congratulate all of our short-listed and winning teams and commend their unwavering focus on delivering customer experience excellence,” says Fiona Whelan, Managing Director, CPM Barcelona

 

About UK Customer Experience Awards

The UK Customer Experience Awards has grown exponentially to become the biggest CX event of its kind in the world. This year the awards are bigger and better than ever as the event is celebrating its 10-year anniversary. The awards are unique in that the finalists also present their entry live on the day of the finals to a panel of independent judges, ensuring the fairest and most transparent scoring process possible. The UKCXA has been accredited with the prestigious Gold Awards Trust Mark from the Independent Awards Standards Council.

 

About CPM International Contact Centre – Barcelona

CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis.  CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Automotive, Retail and Travel industries and currently covers 26 languages across 71 markets.

 

For further information, contact:

Rachel Doyle | M: +34 638 140 620 | E: Rachel.doyle@es.cpm-int.com |W: http://www.cpm-int.com/icc/

August, 20th 2019 – Barcelona

CPM Barcelona shortlisted for 4 ECCCSA

 

CPM is delighted to announce that we have been shortlisted in four categories of the 19th  European Contact Centre and Customer Service Awards (ECCCSA); recognising industry leaders and innovators in the fields of Customer Experience and Contact Centres.

 

Under the Operational Effectiveness category; CPM has been shortlisted for Best Outsource Partnership with our partner, Agilent Technologies and Most Effective Improvement Programme in partnership with Airbnb.

 

In addition, our Airbnb Quality Management Team have been selected as finalists for Best Quality Team and CPM’s inhouse Talent and Development Team are finalists under Best Contact Centre Support Team category.

 

CPM is thrilled be to be shortlisted for 4 awards at the ECCCSA 2019; recognising our continued commitment to deliver operational excellence and innovation in CX and Sales. We are extremely proud of our strategic client partnerships and are excited to be have reached finalist stage with our clients, Agilent Technologies and Airbnb. I would like to wish all teams the very best of luck for the finalist stage,” says Fiona Whelan, Managing Director.

 

Winners will be announced on Tuesday 26th November 2019 at the ceremony taking place at Evolution venue at Battersea Park in London. Fiona Bruce, journalist and TV presenter, will be holding the evening that will host the most CX talented professionals.

 

Original finalist shortlist available here.

 

About the ECCCSA

As the longest running and largest awards programme in the customer contact industry, the European Contact Centre and Customer Service Awards (ECCCSAs) recognise organisations across Europe that are leading the way in delivering exceptional service to customers.

 

Highly regarded for its robust judging process, the ECCCSAs award organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively.

Being an ECCCSA winner is a prestigious accolade that has proven to raise the profile of the contact centre operation, its capabilities and its stars.

 

Now in their 19th year, the programme is seeing incredible growth with 19 countries participating in 2018 and over 1,200 people attended the awards evening representing the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.

 

About CPM International Contact Centre – Barcelona

CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis.  CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently covers 22+ languages across 65 markets.

 

 

 

For further information, contact:

Rachel Doyle | M: +34 638 140 620 | E: Rachel.doyle@es.cpm-int.com |W: https://www.cpm-int.com/icc/

Huge congratulations to CPM France for being winners once again at the POPAI Awards Paris 2019 , in Paris for Merchandising

 

The merchandising department of CPM France received a Bronze Award for the 2019 edition of POPAI Awards Paris.

 

Popai Awards Bronze Cewe

 

The project presented by CPM France and CEWE was selected by the jury in the « Commercial performance of a merchandising operation » category, part of « Merchandising Concept Roll-out ».

 

For the 2019 edition of POPAI Awards Paris, CPM chose to present a major merchandising operation for a new client, CEWE, who faced a notoriety issue in 2018. Following this merchandising concept roll-out made by CPM France, CEWE’s turnover has increased by 7%!

 

Two years ago, for the first edition of « Merchandising concept roll0out », CPM France has won the silver award for the Imagine programme at Bricomarché.

 

This article is also available in French!

 

For more information on the services we provide and how we can help you sell more to your customers click here

International Contact Centre

LaVanguardia_CPM Barcelona – Business Excellence Interview

Fiona Whelan, Managing Director of CPM’s International Contact Centre in Barcelona, is interviewed for a special feature on Business Excellence within the Contact Centre & CX Industry for leading Spanish newspaper, La Vanguardia.

 

Please click here to access the original interview in Spanish.

 

Read the full interview excerpt in English below.

 

 

 

 

CPM Barcelona: Specialists in Exceptional Customer Experience (CX) & High Performance Sales 

 

Since Fiona’s appointment as Managing Director in 2015, the company has gone from strength to strength.

 

During this time, CPM Barcelona has experienced 300% growth and secured multi-million Euro investment to fuel business expansion into an additional site; creating over 1000 new jobs for the region.

 

Here, Fiona talks about the critical importance of Customer Experience (CX) for businesses of the future and CPM’s continued success as it celebrates 15 years in Barcelona.

 

What is the main support brands need in order to remain close to their customers?

 

We are living in extraordinary times in terms of the pace and scale of technological and societal transformation.

 

This is driving real behavioural change in consumers; who paradoxically want increased efficiency and automation but conversely, more authentic engagement with brands than ever before!

 

This presents new challenges for businesses operating in an increasingly hyper-connected, transparent and ‘always-on’ Experience Economy.

 

As products become more replicable and indistinguishable; what matters most are the brand promises businesses make to their customers; and how the experiences customers receive when they engage with brands deliver against these promises.

 

It sounds simple but can be extremely challenging to achieve!

 

How does CPM provide this support to brands? 

 

CPM’s raison d’être is to support our clients in delivering Exceptional Customer Experiences (CX).

 

We provide Technical Helpdesk, CX Support, Consumer Carelines, Customer Satisfaction and High Performance Sales programmes for premier global brands including Airbnb, Harley-Davidson and New Balance, to name a few.

 

Although we of course speak to customers over the phone; over 60% of our contact centre activities now take place via digital channels including chat-bots, social media, web-chat and ticketing; as well as a variety of messaging services such as WhatsApp and Messenger.

 

As a result of our investment in AI, data insights and predictive analytics; CPM are also able to harness leading edge technological innovations to automate simpler tasks; whilst simultaneously accessing a more digitally empowered, emotionally intelligent and highly skilled workforce for complex cases.

 

CPM employ over 2000 agents who engage with over 30,000 customers on a daily basis, spanning 65+ markets and 26 languages via our two contact centre hubs in Barcelona.

 

On an annualised basis, we deliver €100 Million in revenue for our clients and our CX Teams are achieving record breaking Net Promoter Scores (NPS) of 70 + (a key measure of Customer Loyalty!).

 

Do your clients belong to a specific sector?

 

Whilst CPM operates across a diverse range of sectors; in recent years, our success has been fueled by the exponential growth of clients operating within the High Tech, New Tech and Consumer Electronics space, where we have developed a real specialism and predict continued growth.

 

Looking ahead, what are CPM’s plans for the future?

 

CPM is committed to Barcelona and the continued growth of our contact centre operations in the city.

 

Adding to this; CPM have recently launched CPM Ignite, our Work from Home solution which enables clients and agents alike to avail of a boundaryless, virtual contact centre workforce operating across Spain and beyond.

 

We are also in talks to enhance our Northern European coverage; alongside established partnerships in the US and Asia.

CPM’s vision is to be the premier boutique provider of high skill, customer intimate contact centre solutions for clients across the globe; with Barcelona at its heart as our multi-lingual centre of excellence.

 

Please click here to view the original newspaper article in La Vanguardia.

 

 

 

Read the latest article from CPM, UK.

 

Every year, colleagues from CPM UK are delighted to be invited to attend the Omniwomen Summit, bringing together people from all of the Omnicom agencies.  This year, along with other colleagues Michelle Stead attended.  We got 15 minutes with her to find out more about the day, and her key take-outs from the speakers…

 

Michelle, what were your perceptions of the summit ahead of attending?

 

I’d heard so many great things from colleagues who had attended the Omniwomen Summit before, so knew it was going to be a great day full of energy! I went with an open-mind but was very excited to know I was spending International Women’s Day at an event filled with likeminded individuals from across the Omnicom agencies, who all felt passionate about empowering women in the workplace. I was really looking forward to hearing from women who had been successful in their own careers and taking advice and learnings from their journeys that I could apply to my own.

 

What was the theme of the day?

 

The theme was all around supporting and celebrating diverse paths to leadership. We heard from a wide range of speakers including Ruth Hunt Chief Executive of Stonewall, Sophie walker Former Leader of The Women’s Equality Party and Sophia Thakur – Award Winning Poet.  Each of them have been on their own really interesting and different journeys – successful in their own right. It was really interesting to hear their points of view, the challenges they have faced on their way to the top and how they overcame these and used them to their benefit.

 

What breakout sessions did you choose?

 

I chose ‘Cracking Confidence’ with Alison Chadwick which was an interactive workshop providing techniques on how to crack confidence from the inside out and from the outside in. The session looked to help me use my natural strengths to tackle situations that feel challenging and make friends with the inner critic who can sometimes stop me in my tracks. I left the workshop armed with immediately usable tips and tools that will help me look as well as feel more confident in the future.

 

The second breakout session I picked was called ‘Making your words work for you’ with Sophia Thukur. After seeing her present on the main stage earlier on in the day, I was super-excited to learn more from the talented artist. This session was aimed at forcing myself to tap into my potential, learn how to approach problems with creative solutions and use confidence exercises specifically looking at posture, tone, pace and poise.

Both of the sessions left me feeling empowered and motivated with key learnings that I can now apply to my day job and support in making me the best version of myself.

 

What was the session that resonated the most with you and why?

 

I really enjoyed the ‘Breaking The Silence’ session which included a panel of Lorraine Jennings (Director of Services & Talent, NABS), Sean Betts (MD, Annalect), Jessica Geary (Senior Digital Media Director, RAPP) and Claire Sanderson (Editor in Chief Women’s Health). The sessions focussed on the individual mental health and wellbeing struggles that the panel had faced, and how they had overcome these challenges, and used the experiences to positive effect.  The session was really open and honest and it was moving to see such senior colleagues talk about their personal struggles.  It demonstrated that the path to success is not easy, and that we all need to do more to drive awareness – and open up about how we are feeling. With mental health being so topical at the moment I found it beneficial that the panel touched on this subject and took away lots of ways in which I can make a difference within my workplace to recognise the signs of any colleagues who may need someone to talk to, and what I can do to create a safe environment for individuals to open up.

 

After attending such an empowering event, what would your advice now be to your female colleagues?

 

This is a hard one as there was so much brilliant advice I took from the event but what really struck a chord with me was that it’s important to know and accept yourself, to be confident and comfortable with who you are and stay true to yourself on your journey to success. It’s vital to understand what it is you value, what are your strengths and keep true to them ALWAYS! Lastly and mostly importantly – don’t let the inner critic stop you from putting yourself out there, trying new challenges and getting you to where you want to be.

 

An introduction to Omniwomen

 

Omniwomen UK + Allies was initially set up 5 years ago with the goal to look at how as an organisation OMNICOM could increase the number, seniority and influence of women in leadership roles across the company. Since establishing, the Omniwomen Team have supported in getting more women into senior roles with 48% of Omnicom’s senior leadership now being female. But not one to stagnate, the Omniwomen UK + Allies Team want to do more and are making the commitment to enable women from all backgrounds to fulfil their potential and this year, are focussing their efforts on supporting and celebrating diverse paths to leadership. Every year Omniwomen UK + Allies hold a Leadership Summit bringing together around 300 colleagues from across the wider UK agencies all passionate about equality, diversity and inclusion and I was lucky enough to attend this year’s event on International Women’s Day.

 

 

Michelle Stead,

CPM UK

As part of the celebrations for International Women’s Day #IWD2019 CPM France invited some of their female employees to take part in an interview to share their inspirational stories

 

What is your name and role in the company?

#IWD2019

 

Caroline Laroche-Joubert – Account Manager for our client AbInBev

 

What was your first ever job?  Junior Product Manager, Food Service (out of home consumption) at Heinz! (Yum!)

 

What advice would you give to anyone starting a career in sales?

You need to know yourself and what area you want to work in (food, high-tech…) because they are very different jobs.

 

Don’t be afraid to try or to dare. You never lose: either you win or you learn. You have to know how to be humble and learn a lot before you can become an expert

 

Is there any women in leadership that you admire outside of your organisation? Yes, since Omniwomen summit of 2018: Perla Servan Schreiber!  This woman exudes the joy of living and her cheerfulness is contagious. For me, she represents the Wisdom that you want to listen to, she knows what really matters.

 

What are the few resources (books, articles, blogs etc.) you would recommend to someone to gain insight into becoming successful in life and their career? So I will suggest Perla’s book: Ce que la vie m’a appris [meaning “What life has taught me”]. I would encourage the person to be aware of current affairs in general as well as the news in their own field of work. This allows us to have conversations with customers even if we have nothing in common with them.

 

 

What is your name and role in the company?

#IWD2019

 

Laura Valavanis, Client Service Director for Sales Activation clients.

 

What was your first ever job? 

Marketing/Sales Coordinator for a Beauty Trainer team at Daytona.

 

What advice would you give to anyone starting a career in sales?

Always try to put yourself in the Customer’s position!!!

 

Is there any women in leadership that you admire outside of your organisation? There are admirable women in many fields. Simone Veil is probably one of the women who embodies courage and strength to me.

 

What are the few resources (books, articles, blogs etc.) you would recommend to someone to gain insight into becoming successful in life and their career? In my life, managing a family successfully and performing well in my career can sometimes be a real challenge.

 

Carole Pirmez’s book “Avant j’étais débordée !” [meaning “Before, I was overwhelmed!”] provides a few tips for organising everyday life, in order to restore a harmonious sense of balance.

 

Similarly, Marie Kondo’s “The Life-Changing Magic of Tidying Up” talks about the simple fact that stress and inefficiency are partly caused by untidiness.

 

 

What is your name and role in the company?

#IWD2019

 

Anne-Sophie Desportes, Account Manager for our client Orange

 

What was your first ever job? 

My 1st job was Area Manager in the Paris region for CPM’s client HP.

 

What advice would you give to anyone starting a career in sales?

 

Have self-confidence, never give up, be curious and know your contact/customer in order to achieve your goals.

 

Is there any women in leadership that you admire outside of your organisation? Susan Oubari, a spiritual coach who had a career change after working in fashion.

 

She’s a very friendly and warm American who uses “Breathwork” based on very intense breathing exercises. They help you let go, to beat stress and anxiety and make way for well-being and relaxation.

 

What are the few resources (books, articles, blogs etc.) you would recommend to someone to gain insight into becoming successful in life and their career? Here are the social media accounts I follow, for a different perspective on current affairs and for their creative ideas:

  • HuffPost
  • Brut
  • Creapills
  • 1 innovation par jour

Balance for Better

#IWD2019 #BalanceforBetter

 

 

Welcome to our latest edition of Expert Speak ‘Balance for Better’ from Karen Jackson, MD, CPM UK to support #IWD2019 

 

Did you know?……….

 

RETURN ON EQUITY

On average companies with the highest percentages of women board directors outperformed those with the least by 53%

RETURN ON INVESTED CAPITAL

On average companies with the highest percentages of women board directors outperformed those with the least by 66%

RETURN ON SALES

On average companies with the highest percentages of women board directors outperformed those with the least by 42%

Companies in the top quartile for gender diversity are 15% more likely to have financial returns above their respective national industry mediansIn the UK greater gender diversity on the senior-executive team corresponded to the highest performance uplift in our data set; for every 10% increase in gender diversity, EBIT rose by 3.5%

Source: McKinsey, Catalyst

 

This years theme for International Women’s Day is #BalanceforBetter.

 

The aim is to build a gender-balanced world.

 

“Balance is not a women’s issue, it’s a business issue. The race is on for the gender-balanced boardroom, a gender-balanced government, gender-balanced media coverage, a gender-balance of employees, more gender-balance in wealth, gender-balanced sports coverage …Gender balance is essential for economies and communities to thrive.”

 

www.internationalwomensday.com

 

The gender ratio for the entire world population is 102 males to 100 females – a very gender balanced world I think!

 

It is also a fact that there is not a problem with female achievement and women now out-perform men in terms of educational attainment.  In addition, as women we are also “leaning in” and asking for promotions and negotiating salaries at the same rates as men and, contrary to conventional wisdom, we are now staying in the workforce – again at the same rate as men.

 

Therefore, to my very logical brain, it would make reasonable sense that the business world would be made up of a balanced number of equally paid males and females at every level within organisations.

 

So why are there only 30 women in full time executive roles at FTSE 250 companies (down from 38 last year), which amounts to just 6.4% of the total?  And why does the national Gender Pay Gap between males and females currently stand at 18.4%? (OfNS April 18).

 

I recognise that this is not an overnight fix and actually business and government are more committed than ever to balancing the gender equation.

 

Therefore, we need to push the agenda even harder and overall companies need to take more decisive action. We all need to start treating gender balance with as much importance as our other key business priorities like business growth and customer satisfaction.

 

This means holding our leaders and managers accountable for results, identifying and  closing gender gaps for both new hires but also for all promotions across the business. This certainly does not mean introducing any form of quota system but by first and foremost, having a talent attraction strategy that actively encourages and attracts gender balanced candidates for all roles within your business. Your recruitment process should be merit based, free from unconscious bias and should create excitement, foster confidence and bring out the very best in each and every candidate.

 

It also means creating an all-inclusive culture, where everyone feels supported, encouraged and given the confidence to progress their careers and achieve beyond what they thought they were capable of – I know I did!

 

At CPM we are committed to championing a Gender balanced workplace and recognise and understand that inclusion and diversity leads to greater business success. In our UK business, I am very proud to have a gender split of 42% Male, 58% Female and our UK board is split 50% female and 50% male. This is particularly pleasing for a sales organisation where typically “Women in Sales” usually account for less than 30%.

 

Having a diverse workforce based on opportunity and meritocracy is something that is deeply important to me and to CPM. As someone who has progressed through the business, I am passionate about creating development opportunities for anyone who wants them, whilst at the same time providing support programmes that give everyone – especially women – the confidence to progress their careers if they choose.

 

We work closely with our female employees to encourage and support the challenges they face with balancing their career & families, and to also build the confidence they sometimes lack to progress their careers. Our flexible working practices, part time roles, mentoring, support and sponsorship programmes, have not only driven positive gender balance across all roles within our business, but have also brought tangible benefits to both our Female and Male colleagues.

 

Whilst I recognise that there is always work to do to continually improve our business performance, culture and the diversity of our team, I am hugely proud of our progress to date and the engagement, passion, hard work and commitment from the CPM team.

 

Balance for Better

 

 

 

 

 

 

Karen Jackson,

MD, CPM UK

Balance for Better

#IWD2019 #BalanceforBetter



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