Why customer retention is important for your business

Customer retention is not considered as a priority in most cases. Companies often look more at how to attract new customers. But did you know that retaining customers is much cheaper than…


From SLA to XLA; what is an eXperience Level Agreement?

You come across it more and more often. Companies switching from an SLA (Service Level Agreement) to an XLA (eXperience Level Agreement). You will probably ask yourself: do I have to…


What is CSAT and what are the advantages of this KPI?

In the world of customer contact and customer experience CSAT is a well-known concept. It is a KPI that measures how satisfied your customer is with a product, service or a specific moment…