Our CEO participated in Expo Relación Cliente 2026, where she shared her insights into the challenges facing the BPO industry in light
The Customer Service Law (Ley SAC): the end of customer service as an obstacle course
We have all been there at some point: a simple issue turns into an endless journey. An automated menu that doesn’t fit,
AI and its impact on the contact center industry: what more than 30 years of experience have taught us to see differently
At MST, we have spent three decades in this industry. We have seen fax, CRM, live chat, WhatsApp Business… and with every
AI That Serves Customers Without Telling Them: 3 Myths About Article 50 of the AI Act That Are Confusing Contact Centers
A customer calls to check their account balance. Another sends a WhatsApp message to change a hotel booking. Someone else wants to
MST HOLDING returns to Expo Relación Cliente 2026: once again at one of the industry’s key events
The date is already marked on the calendar, and this year we are looking forward to it more than ever. MST HOLDING
AI That Serves Customers Without Telling Them: 3 Myths About Article 50 of the AI Act That Are Confusing Contact Centers
A customer calls to check their account balance. Another sends a WhatsApp message to change a hotel booking. Someone else wants to
400 Prefix: How It Will Change the Way Businesses Call Their Customers Forever
It has probably happened to you before: your phone rings, you see a number you don’t recognize, you think it might be
Customer Service in Catalan, Valencian, Basque, and Galician: What the Customer Service Law Requires from the Financial Sector
If a customer calls their bank in Basque and the agent does not understand the language, what happens? Until now, financial sector
MST and Costa Cruises Awarded for Their Employee Experience Strategy
Recognition for Our Approach to Employee Experience At MST, we are celebrating. Together with our client Costa Cruises, we have won the
Resolution Deadlines for Complaints: The Financial Sector Moves from Two Months to One
If there is one aspect of Law 10/2025 that will directly impact the day-to-day operations of customer service teams in the financial
Zero Sales During a Complaint: the Separation Required by the Customer Service Act in the Financial Sector
Imagine calling your bank to dispute a charge you do not recognize. You spend several minutes explaining the issue, the agent understands
Bots, IVR and the SAC Law: automation can no longer be the only customer service option
The financial sector has spent years investing heavily in the digitalisation of customer service: conversational bots, sophisticated IVR systems, self-service apps, and
The 3-Minute Limit on Customer Service Calls: What Your Financial Institution Needs to Know
Law 10/2025 on Customer Service sets a clear countdown for all financial institutions: they have until December 28, 2026, to adapt their
SAC Law in the Financial Sector: What Your Institution Needs to Know (and Do)
The Customer Service Law (SAC Law) is now a reality. And although many financial institutions have been hearing about it for months,
Calendar Figures: MST’s solution to optimize capacity in banking contact centers
Capacity management in banking contact centers is one of the most complex operational challenges in the financial sector. Demand is neither constant
The SAC Law in the Financial Sector: Understanding the Nuance That Changes Everything
The entry into force of the new Customer Service Law (SAC Law) has opened a new chapter in the relationship between companies