MST Holding Blog

Brand loyalty is becoming increasingly complicated because it is driven by more than just the product or service it sells. It is

Sometimes, there is a mistake that many companies make when it comes to customer service training. They think that this is a

In this article we are going to highlight the difference between two concepts that are often confused with each other. We talk

We often talk about digital transformation and how its consequences have transformed our daily lives. While this is true, as technological innovations

Identifying the most effective way to build customer loyalty is one of the most intricate tasks for a company. Brands focus their

A study reveals that most companies from the USA and the United Kingdom are clearly aware of the digital transformation benefits and

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