Ecommerce has come to stay. As an innovative business model, it does not close the door to traditional channels such as contact
How to survive Black Friday, CyberMonday and Christmas campaign from the Contact Center
Only with Black Friday in 2021 eCommerce sales were 18% higher than in the prior year, and small and medium companies made
Banking gets serious about Customer Service in the Coronavirus Age
Customer expectations are bringing about a deep transformation of the financial sector. Traditionally, financial institutions have had little attachment to risk; even
Top 3 customer experience (CX) trends for banking in 2023
Customer experience (CX) management is the defining competitive differentiator in today’s banking industry, infact for good reasons: financial institutions that invest in
New warranty law, consumers applaud extension of warranties from 2 to 3 years
The warranty period for products increases from 2 to 3 years for products sold as of January 1, 2022, and manufacturers will
Get ahead of the cold with MST Holding and request a review of your heating system now
A complicated winter is announced. The war in Ukraine and the energy crisis are making the supply of electricity and gas more
Healthcare Success Story: Improving Customer Experience
MST Holding has its quality division Consulting C3. This is a Business Consulting firm specialized in measuring and improving the customer experience,
SEASONALITY OF THE SERVICE IN THE HVAC SECTOR
Within the Call Center world, SEASONALITY is understood as those changes that a call reception service undergoes depending on the time of
Guiding banking consumers toward digital self-service
Any service that can be delivered online is technically a digital service. And banks have clearly not been lagging behind in the
WE TALK WITH A CARTERIZED MANAGER FROM THE HEALTHCARE SECTOR
Currently, the figure of the Carterized Manager in the Healthcare sector is a fundamental piece in the competitive strategy of any manufacturing
How to improve customer care in healthcare in 2022
Customer care has been changing in recent years. And although we usually believe that these changes are limited to sectors such as
How to improve B2B sales based on data
Omnichannel and personalization have become the two major factors that determine B2B (“business to business” or business-to-business) sales, according to the report
Optimize the average time of your customer calls
Spending time with each customer is essential to offer a good service and to go deeper into their needs and solve their
The role of the contact center in customer loyalty strategy
Brand loyalty is becoming increasingly complicated because it is driven by more than just the product or service it sells. It is
The benefits of a good customer experience
Sometimes, there is a mistake that many companies make when it comes to customer service training. They think that this is a
DIFFERENCES BETWEEN CONVERSATIONAL BOT AND IA
In this article we are going to highlight the difference between two concepts that are often confused with each other. We talk