MST Holding Blog

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

In a context of market change, the buyers have different expectations and they demand omnichannel, that is, unified experiences through different channels,

Experience proves that the good relationship between customer and company isn’t always long-lasting, since incidents can take place that weaken it and

Let’s assume once and for all that customer service is key for the success of a campaign. And those necessary processes must

Natural Languaje Processment or NLP is one of the greatest advances of the Artificial Intelligence and a key tool inside a contact

On the March 8th of 1857 the first women workers went down the New York City streets under the motto “bread &

There are many companies that have a sales strategy in the various digital channels, however, there are few that have a digital

To celebrate the International Day of Education, we show you in 6 steps how to set up an eLearning system. January 24th

The digital transformation of companies during the pandemic has been a great step Throughout this bizarre year, many businesses have made the

Do you really know the differences between multichannel and omnichannel? What communication strategy with the client would be the most convenient? Rosa