{"id":15856,"date":"2025-12-02T12:47:22","date_gmt":"2025-12-02T11:47:22","guid":{"rendered":"https:\/\/www.mstholding.com\/mst-holding-and-costa-cruceros-secure-silver-award-at-the-ecccsa-a-recognition-of-the-power-of-people\/"},"modified":"2026-08-03T16:43:47","modified_gmt":"2026-08-03T15:43:47","slug":"mst-holding-and-costa-cruceros-secure-silver-award-at-the-ecccsa-a-recognition-of-the-power-of-people","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/en\/mst-holding-and-costa-cruceros-secure-silver-award-at-the-ecccsa-a-recognition-of-the-power-of-people\/","title":{"rendered":"MST Holding and Costa Cruceros Secure Silver Award at the ECCCSA: A Recognition of the Power of People"},"content":{"rendered":"\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"536\" src=\"https:\/\/www.mstholding.com\/wp-content\/uploads\/mst-costa-silver-award-ecccsa-2025-1200-628px-1024x536.jpg\" alt=\"\" class=\"wp-image-14956\" srcset=\"https:\/\/www.mstholding.com\/wp-content\/uploads\/mst-costa-silver-award-ecccsa-2025-1200-628px-1024x536.jpg 1024w, https:\/\/www.mstholding.com\/wp-content\/uploads\/mst-costa-silver-award-ecccsa-2025-1200-628px-300x157.jpg 300w, https:\/\/www.mstholding.com\/wp-content\/uploads\/mst-costa-silver-award-ecccsa-2025-1200-628px-768x402.jpg 768w, https:\/\/www.mstholding.com\/wp-content\/uploads\/mst-costa-silver-award-ecccsa-2025-1200-628px.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<p class=\"wp-block-paragraph\">On November 25th, we traveled to London with a suitcase full of excitement, anticipation, and that mix of emotion and nerves that you only feel when you&#8217;re about to experience a truly special moment. The event was none other than the gala for the <strong>European Contact Centre &amp; Customer Service Awards (ECCCSA)<\/strong>, Europe&#8217;s most prestigious awards in the field of customer service and user experience. We knew that being among the finalists was already a huge achievement, a sign that our work\u2014and that of our partners\u2014is making a difference. But what we didn&#8217;t imagine was that we would return home with a <strong>silver award<\/strong> alongside one of our most valued allies: <strong>Costa Cruceros<\/strong> in the <strong>Best Employee Experience<\/strong> category.   <\/p>\n\n<p class=\"wp-block-paragraph\">This recognition celebrates not just a project, but a way of working. It confirms that when companies truly invest in people, stronger relationships, more committed teams, and more memorable customer experiences are built. Because there is no CX excellence without a great Employee Experience behind it.  <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>A Journey with a Clear Destination: Transforming People&#8217;s Experience<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">When we embarked on this journey with Costa Cruceros, our purpose was very clear: <strong>to create a work environment where every agent felt valued, heard, and supported<\/strong>, both professionally and emotionally. The project was born to strengthen team well-being, improve internal processes, and elevate the quality of interaction between brand and customer. Over time, this collaboration has become an example of how trust, constant communication, and a shared vision can transform results and generate a real impact.  <\/p>\n\n<p class=\"wp-block-paragraph\">At MST Holding, we have been demonstrating for over three decades that customer service is a people-centric sector, and this award reaffirms that conviction. Technology drives, processes organize, but <strong>it is people who inspire, build loyalty, and forge lasting relationships<\/strong>. <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>The Magic of a Project Made By and For People<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">The <strong>Best Employee Experience<\/strong> category recognizes initiatives that focus on the comprehensive improvement of team experience. This is a huge challenge in a sector as dynamic, demanding, and ever-changing as the Contact Center. Together with Costa Cruceros, we developed actions that made a difference:  <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Renewed onboarding programs<\/strong> so that every new hire felt supported from day one.<\/li>\n\n\n\n<li><strong>Dynamic training processes<\/strong>, aimed at strengthening skills, building confidence, and enhancing excellence in customer interaction.<\/li>\n\n\n\n<li><strong>Recognition and motivation initiatives<\/strong>, from internal dynamics to personalized messages celebrating individual and collective achievements.<\/li>\n\n\n\n<li><strong>Active listening spaces<\/strong>, key to identifying needs, fostering improvements, and building an honest and collaborative work environment.<\/li>\n\n\n\n<li><strong>Continuous optimization of tools and workflows<\/strong>, enabling agents to work smoothly and efficiently.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">The result was a more human, healthier, and more connected ecosystem. A team that not only serves but inspires. That not only solves but creates exceptional experiences. This Silver award recognizes that effort and evolution.   <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>A Shared Achievement with Great Allies<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">This year, we traveled to London with the joy of being nominated in three different categories alongside exceptional partners:<\/p>\n\n<p class=\"wp-block-paragraph\">\u2728 <strong>Costa Cruceros \u2013 Best Employee Experience<\/strong><br\/>\u2728 <strong>Brother Europe International \u2013 Best Multilingual Customer Service<\/strong><br\/>\u2728 <strong>Hitachi Energy \u2013 Most Effective Management of Peak Demand<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">Each of these nominations represented another reason to celebrate. Because if anything defines MST Holding, it is our ability to build long-term relationships and work hand-in-hand with brands to achieve their goals. Seeing these collaborations also shine on an international stage confirms that we are moving in the right direction.  <\/p>\n\n<p class=\"wp-block-paragraph\">However, the award with Costa Cruceros had a particularly emotional significance. Not only for the recognition itself, but for what it symbolizes for us as a company and for the entire team involved in the project. <\/p>\n\n<p class=\"wp-block-paragraph\">The jury highlighted the consistency and solidity of our approach: <strong>careful selection, continuous development, profound well-being initiatives, and very close collaboration with the client<\/strong>. But beyond processes, this recognition rewards something deeper: a way of understanding our business. <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>The Power of a United Team<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">At MST Holding, we know that achievements are not a coincidence. They are the result of constant work, collective commitment, and love for what we do. Behind this award are many people: agents, trainers, coordinators, quality managers, operational leaders, technological support, human talent\u2026 And there are also values: humility, respect, effort, closeness, and a deep sense of responsibility.  <\/p>\n\n<p class=\"wp-block-paragraph\">This recognition belongs to all of them. Because every interaction, every call, every detail adds up. And when work is done with passion, the result is noticeable.  <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>A Boost to Keep Growing<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">Winning Silver with Costa Cruceros fills us with pride, but it also drives us to continue innovating, creating, and improving. Employee experience is a strategic pillar for MST Holding, and this award reinforces our commitment to continuous improvement and to remaining a benchmark in people management and in building positive work environments. <\/p>\n\n<p class=\"wp-block-paragraph\">Our goal is not only to offer excellent service, but to <strong>create experiences that leave a lasting impression<\/strong> on both customers and the teams that make them possible.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>A Recognition That Goes Beyond the Award<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">This achievement also reflects something fundamental: that the Contact Center industry is evolving towards a model where people once again take center stage. Where emotional connection, well-being, internal support, and the real impact that a good employee experience has on customer satisfaction are valued. <\/p>\n\n<p class=\"wp-block-paragraph\">In an increasingly automated, digital, and fast-paced sector, this award demonstrates that humanity remains the driving force of excellence.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Furthermore, this Silver Award joins the <\/strong><strong>Bronze Award<\/strong><strong> obtained in 2024<\/strong> for \u201cMost Effective Strategic Transformation\u201d with our client Brother, strengthening an <strong>already consolidated trajectory of continuous improvement<\/strong>, excellence, and long-term vision in our CX and BPO services.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Thank You, Costa Cruceros<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">We cannot conclude this article without thanking Costa Cruceros for their trust, their shared vision, and their continuous commitment to human value. Working together has been, and is, a privilege. And this award is proof that when two teams row in the same direction, extraordinary things are achieved.  <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>What Comes Next<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">At MST Holding, we will continue to do what we do best: support, improve, listen, and transform. This award is a milestone, but also a starting point for new projects, new goals, and new success stories. <\/p>\n\n<p class=\"wp-block-paragraph\">The night in London was unforgettable, but the best part is that it is part of a journey that continues and promises much more.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>And, of course\u2026 thank you all<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">Thank you to those who are part of MST Holding.<br\/>Thank you to those who trust us.<br\/>Thank you to those who accompany us in every new challenge.<br\/>Thank you to those who celebrate our successes.<\/p>\n\n<p class=\"wp-block-paragraph\">This award is yours too.<\/p>\n\n<p class=\"wp-block-paragraph\">Because when work is done with passion, with humility, and as a team\u2026<br\/><strong>good things eventually happen.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">And this award with Costa Cruceros is proof of that.<\/p>\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/www.mstholding.com\/en\/\">www.mstholding.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>On November 25th, we traveled to London with a suitcase full of excitement, anticipation, and that mix of emotion and nerves that you only feel when you&#8217;re about to experience a truly special moment. The event was none other than the gala for the European Contact Centre &amp; Customer Service Awards (ECCCSA), Europe&#8217;s most prestigious [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":15109,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[88,89],"tags":[],"class_list":["post-15856","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","category-call-center"],"_links":{"self":[{"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/posts\/15856","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/comments?post=15856"}],"version-history":[{"count":1,"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/posts\/15856\/revisions"}],"predecessor-version":[{"id":15857,"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/posts\/15856\/revisions\/15857"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/media\/15109"}],"wp:attachment":[{"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/media?parent=15856"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/categories?post=15856"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.mstholding.com\/en\/wp-json\/wp\/v2\/tags?post=15856"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}