Customer experience

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...

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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...

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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 (eXpercience Level Agreement). You will...

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