MST Holding Blog

Users expect to solve their problems faster each time and in a more effective way. The technologies have made us used to

Whether for economic reasons, due to a lack of qualified staff or to guide their efforts entirely to the business, many companies

It has become one of the most important departments for companies and for this reason, in recent years, the call center or

Customers behaviour has changed in recent years, with greater facilities to compare products and services, even with the appearance of portals dedicated

In any company or organization is always necessary to attract new customers, but without making the mistake of no retaining the already

Offering a positive customer experience is one of the most important aspects for the companies of nowadays. However, reversing a bad customer

After these last two and complicated years, we can affirm that something is changing for the better and that, at least, something

First Contact Resolution (FCR) is a percentage measure of a contact center’s success rate in answering customer inquiries the first time they