# Pegamento

> Klantcontact optimalisatie voor jouw organisatie

Language: en
URL: https://pegamento.nl/en/

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## Pages

- [Countdown2CB](https://pegamento.nl/en/countdown2cb/): Contact Brewery 2026 Countdown to the start of the event Just a few more minutes and then we'll step in for inspiration at the Railway Museum in Utrecht. 00 Days 00 Hours 00 Minutes 00 Seconds Start date: April 15,
- [Working at Pegamento](https://pegamento.nl/en/working-at-pegamento/): Working at Pegamento With us, much more is important than skill and technical expertise. For you, with your dreams, talent and unique personality, we would love to find a place where you can grow and make an impact on the
- [Working at Pegamento](https://pegamento.nl/en/working-at-pegamento/): Working at Pegamento With us, much more is important than skill and technical expertise. For you, with your dreams, talent and unique personality, we would love to find a place where you can grow and make an impact on the
- [Protected: Intern_Cultuur_2026_01](https://pegamento.nl/en/intern_cultuur_2026_01-2/): This is our culture and you are part of it Watch videos about our culture program here. Download IDEAL cycle Contact IDEAL Cycle© mini-workshop. Download an additional version of the personal logbook here. How to. Click on the image of
- [Protected: Intern_Cultuur_2026_01](https://pegamento.nl/en/intern_cultuur_2026_01-2/): This is our culture and you are part of it Watch videos about our culture program here. Download IDEAL cycle Contact IDEAL Cycle© mini-workshop. Download an additional version of the personal logbook here. How to. Click on the image of
- [Contact brewery_2026_login](https://pegamento.nl/en/contact-brewery_2026_login/): Contact Brewery Will you also come to the Spoorwegmuseum in Utrecht on April 15, 2026 for Pegamento's annual event? Sign up Contact via Whatsapp Contact Brewery 2026 Countdown to the start of the event Just a few more minutes and
- [Contact brewery_2026_login](https://pegamento.nl/en/contact-brewery_2026_login/): Contact Brewery Will you also come to the Spoorwegmuseum in Utrecht on April 15, 2026 for Pegamento's annual event? Sign up Contact via Whatsapp Contact Brewery 2026 Countdown to the start of the event Just a few more minutes and
- [The complete alternative to Avaya and Mitel](https://pegamento.nl/en/the-complete-alternative-to-avaya-and-mitel/): Avaya/Mitel vervangen zonder concessies op voice of omnichannel Het complete alternatiefvoor Avaya en Mitel Combineer Sprinklr (enterprise omnichannel klantcontact) met Pegamento Phone System (betrouwbare cloudtelefonie) en creëer één toekomstvaste omgeving voor service, voice, routing, rapportage en integratie. Plan een gesprek
- [The complete alternative to Avaya and Mitel](https://pegamento.nl/en/the-complete-alternative-to-avaya-and-mitel/): Avaya/Mitel vervangen zonder concessies op voice of omnichannel Het complete alternatiefvoor Avaya en Mitel Combineer Sprinklr (enterprise omnichannel klantcontact) met Pegamento Phone System (betrouwbare cloudtelefonie) en creëer één toekomstvaste omgeving voor service, voice, routing, rapportage en integratie. Plan een gesprek
- [Directions](https://pegamento.nl/en/directions/): Directions Easily plan your route. Choose your means of transportation and open the route directly in Google Maps Download whitepaper Contact Enter your departure address below You can then choose between transportation by car or public transportation. If you're not
- [Directions](https://pegamento.nl/en/directions/): Directions Easily plan your route. Choose your means of transportation and open the route directly in Google Maps Download whitepaper Contact Enter your departure address below You can then choose between transportation by car or public transportation. If you're not
- [Your strategic Sprinklr partner](https://pegamento.nl/en/your-strategic-sprinklr-partner-2/): Pegamento | Strategic AI & CX Partner for Enterprise CCaaS Pegamento AI & CX Partner Value Sprinklr Proof Approach Talk to us Book a discovery call → From AI promise to AI value in customer experience Make AI & CX
- [Your strategic Sprinklr partner](https://pegamento.nl/en/your-strategic-sprinklr-partner-2/): Pegamento | Strategic AI & CX Partner for Enterprise CCaaS Pegamento AI & CX Partner Value Sprinklr Proof Approach Talk to us Book a discovery call → From AI promise to AI value in customer experience Make AI & CX
- [Lisanne Belly-Gracious AI-Human+AI](https://pegamento.nl/en/lisanne-belly-gracious-ai-humanai/): Keynote Gracious AI Human + AI April 15, 2026 - 3 p.m. to 3:30 p.m. Spoorwegmuseum Utrecht Download whitepaper Contact AI: not as hype, but as opportunity AI is everywhere. The real question is no longer whether to do something
- [Lisanne Belly-Gracious AI-Human+AI](https://pegamento.nl/en/lisanne-belly-gracious-ai-humanai/): Keynote Gracious AI Human + AI April 15, 2026 - 3 p.m. to 3:30 p.m. Spoorwegmuseum Utrecht Download whitepaper Contact AI: not as hype, but as opportunity AI is everywhere. The real question is no longer whether to do something
- [Shep Hyken – where Customer Experience turns into Customer Loyalty](https://pegamento.nl/en/shep-hyken-where-customer-experience-turns-into-customer-loyalty/): April 15, 2026 - 3:30 p.m. to 4:30 p.m. Spoorwegmuseum Utrecht Download whitepaper Contact Keynote Customer Convenience CX: no longer a plus, but a must Customer Experience was once a differentiator. Today, it is the bottom line. Products, prices and
- [Shep Hyken – where Customer Experience turns into Customer Loyalty](https://pegamento.nl/en/shep-hyken-where-customer-experience-turns-into-customer-loyalty/): April 15, 2026 - 3:30 p.m. to 4:30 p.m. Spoorwegmuseum Utrecht Download whitepaper Contact Keynote Customer Convenience CX: no longer a plus, but a must Customer Experience was once a differentiator. Today, it is the bottom line. Products, prices and
- [Solutions](https://pegamento.nl/en/solutions/): Customer contact solutions We make technology work for you. Not technology, but people, are leading. Contact with our experts Solutions that make a real difference At Pegamento, we believe in technology that helps people work smarter, make faster decisions and
- [Solutions](https://pegamento.nl/en/solutions/): Customer contact solutions We make technology work for you. Not technology, but people, are leading. Contact with our experts Solutions that make a real difference At Pegamento, we believe in technology that helps people work smarter, make faster decisions and
- [Customer contact technology](https://pegamento.nl/en/customer-contact-technology/): Technology At Pegamento, we believe in technology that is not only smart, but also robust, safe and reliable. Download whitepaper Contact Technology that works. For people. At Pegamento, we believe in technology that is not only smart, but also robust,
- [Customer contact technology](https://pegamento.nl/en/customer-contact-technology/): Technology At Pegamento, we believe in technology that is not only smart, but also robust, safe and reliable. Download whitepaper Contact Technology that works. For people. At Pegamento, we believe in technology that is not only smart, but also robust,
- [Sprinklr Customer Experience Platform](https://pegamento.nl/en/sprinklr-customer-experience-platform-2/): Sprinklr Customer Expereince Platform One CX platform for the entire customer experience. From social media and live chat to email, WhatsApp and voice. Sprinklr integrates them all. Download whitepaper Contact Complete customer contact integration Sprinklr is the global leader in
- [Sprinklr Customer Experience Platform](https://pegamento.nl/en/sprinklr-customer-experience-platform-2/): Sprinklr Customer Expereince Platform One CX platform for the entire customer experience. From social media and live chat to email, WhatsApp and voice. Sprinklr integrates them all. Download whitepaper Contact Complete customer contact integration Sprinklr is the global leader in
- [Phone System](https://pegamento.nl/en/phone-system/): Cloud telephony for SMEs Fully IP-based VoIP communications: easy to use and manage, quickly installed, cost-effective and future-proof! Download whitepaper Contact Telephony of the future Pegamento's Phone System is the future-proof cloud telephony solution for organizations that want maximum flexibility,
- [Phone System](https://pegamento.nl/en/phone-system/): Cloud telephony for SMEs Fully IP-based VoIP communications: easy to use and manage, quickly installed, cost-effective and future-proof! Download whitepaper Contact Telephony of the future Pegamento's Phone System is the future-proof cloud telephony solution for organizations that want maximum flexibility,
- [Phone System technology](https://pegamento.nl/en/phone-system-technology/): Cloud telephony applied Phone System, Pegamento's proprietary IP for voice communication (VoIP) Download whitepaper Contact Our proprietary cloud telephony designed for modern customer interactionWith Phone System, Pegamento has a fully in-house developed platform for voice communication. It is a reliable,
- [Phone System technology](https://pegamento.nl/en/phone-system-technology/): Cloud telephony applied Phone System, Pegamento's proprietary IP for voice communication (VoIP) Download whitepaper Contact Our proprietary cloud telephony designed for modern customer interactionWith Phone System, Pegamento has a fully in-house developed platform for voice communication. It is a reliable,
- [About us](https://pegamento.nl/en/about-us/): Pegamento Pegamento stands for intelligent technology solutions that empower human expertise. We combine smart minds, high-performance AI technology, strategic partnerships and true humanity in everything we do as an organization. Contact with our experts Human-centered technology At Pegamento, we build
- [About us](https://pegamento.nl/en/about-us/): Pegamento Pegamento stands for intelligent technology solutions that empower human expertise. We combine smart minds, high-performance AI technology, strategic partnerships and true humanity in everything we do as an organization. Contact with our experts Human-centered technology At Pegamento, we build
- [Expertise](https://pegamento.nl/en/expertise/): Expertise in customer contact Technology that helps people and moves organizations forward. That's where our expertise lies! Contact with our experts Our expertise, your advantage At Pegamento, we believe that technology should not only be faster and more efficient, but
- [Expertise](https://pegamento.nl/en/expertise/): Expertise in customer contact Technology that helps people and moves organizations forward. That's where our expertise lies! Contact with our experts Our expertise, your advantage At Pegamento, we believe that technology should not only be faster and more efficient, but
- [CX Solutions](https://pegamento.nl/en/cx-solutions-2/): The optimal customer experience Improving the customer experience. Personal, direct and foul-free. That's what we're all about! Download whitepaper Contact Go for 'the happy customer' At a time when customers expect instant, personalized and error-free service, CX Solutions, customer experience
- [CX Solutions](https://pegamento.nl/en/cx-solutions-2/): The optimal customer experience Improving the customer experience. Personal, direct and foul-free. That's what we're all about! Download whitepaper Contact Go for 'the happy customer' At a time when customers expect instant, personalized and error-free service, CX Solutions, customer experience
- [Process Assistant](https://pegamento.nl/en/process-assistant/): Processes better aligned Streamline handling and collaboration between departments. Every process at the right time. Download whitepaper Contact Get a grip on your processes Many organizations want to make their processes smarter, but get stuck with rigid standard software or
- [Process Assistant](https://pegamento.nl/en/process-assistant/): Processes better aligned Streamline handling and collaboration between departments. Every process at the right time. Download whitepaper Contact Get a grip on your processes Many organizations want to make their processes smarter, but get stuck with rigid standard software or
- [Your Sprinklr partner for enterprises](https://pegamento.nl/en/your-sprinklr-partner-for-enterprises-2/): Pegamento | Make AI & CX Work in Complex Enterprises Sprinklr partner built for complexity Why Pegamento Engagement models Approach Talk to us Book a discovery call → AI & CX for complex enterprises Make AI & CX work in
- [Academy](https://pegamento.nl/en/academy-2/): Pegamento Academy Lifelong learning... a familiar slogan, but we make it come true. Innovation means, keep learning. Download whitepaper Contact with our experts Learn. Growth. Excel. In a world where technology is changing at lightning speed, knowledge is a powerful
- [Academy](https://pegamento.nl/en/academy-2/): Pegamento Academy Lifelong learning... a familiar slogan, but we make it come true. Innovation means, keep learning. Download whitepaper Contact with our experts Learn. Growth. Excel. In a world where technology is changing at lightning speed, knowledge is a powerful
- [Holland Network](https://pegamento.nl/en/holland-network/): Hollands Netwerk | 100% soeverein klantcontact +31 (0)88 00 67 180 sales@pegamento.nl Contact Waarom Veiligheid Voor wie Toekomst Neem contact op 100% soeverein klantcontact Vertrouwen in elke verbinding. Hollands Netwerk is het 100% Nederlandse communicatieplatform van Pegamento voor organisaties die
- [Holland Network](https://pegamento.nl/en/holland-network/): Hollands Netwerk | 100% soeverein klantcontact +31 (0)88 00 67 180 sales@pegamento.nl Contact Waarom Veiligheid Voor wie Toekomst Neem contact op 100% soeverein klantcontact Vertrouwen in elke verbinding. Hollands Netwerk is het 100% Nederlandse communicatieplatform van Pegamento voor organisaties die
- [KSF Summer Drinks](https://pegamento.nl/en/ksf-summer-drinks/): KSF Thought for food | Route to Pegamento KSF Thought for food Summer drinks & barbecue Plan route Open map For everyone who helps make KSF possible Summer drinks & barbecue at Pegamento An informal evening to catch up, get
- [KSF Summer Drinks](https://pegamento.nl/en/ksf-summer-drinks/): KSF Thought for food | Route to Pegamento KSF Thought for food Summer drinks & barbecue Plan route Open map For everyone who helps make KSF possible Summer drinks & barbecue at Pegamento An informal evening to catch up, get
- [We look forward to meeting you in Zeist](https://pegamento.nl/en/we-look-forward-to-meeting-you-in-zeist/): Route to Pegamento | Welcome to Zeist Plan route Open map Plan your route in one click. Enter your departure point, choose your means of transportation and open the correct route in Google Maps immediately. If you leave the starting
- [We look forward to meeting you in Zeist](https://pegamento.nl/en/we-look-forward-to-meeting-you-in-zeist/): Route to Pegamento | Welcome to Zeist Plan route Open map Plan your route in one click. Enter your departure point, choose your means of transportation and open the correct route in Google Maps immediately. If you leave the starting
- [Privacy Policy](https://pegamento.nl/en/privacy-policy-2/): Privacy statement Pegamento B.V. Handling data and your personal information is important to us. That is why we are careful about it. Contact Personal data processed Last change: July 8, 2025Pegamento B.V. (hereinafter "we" or "us") processes personal data about
- [Agentic AI](https://pegamento.nl/en/agentic-ai/): From RPA to Agentic AI Agentic AI takes your tools from just doing to understanding and organizing with AI. Download whitepaper Contact From executive bot to self-thinking AI assistant Fifteen years ago, Pegamento began as a pioneer in Robotic Process
- [Agentic AI](https://pegamento.nl/en/agentic-ai/): From RPA to Agentic AI Agentic AI takes your tools from just doing to understanding and organizing with AI. Download whitepaper Contact From executive bot to self-thinking AI assistant Fifteen years ago, Pegamento began as a pioneer in Robotic Process
- [Privacy Policy](https://pegamento.nl/en/privacy-policy-2/): Privacy statement Pegamento B.V. Handling data and your personal information is important to us. That is why we are careful about it. Contact Personal data processed Last change: July 8, 2025Pegamento B.V. (hereinafter "we" or "us") processes personal data about
- [Home](https://pegamento.nl/en/): Smart technology. Human difference. We deliver customer contact solutions that automate where they can and connect where they need to. We deliver customer contact solutions that automate where they can and connect where they need to. What can we help
- [Your Sprinklr partner for enterprises](https://pegamento.nl/en/your-sprinklr-partner-for-enterprises-2/): Pegamento | Make AI & CX Work in Complex Enterprises Sprinklr partner built for complexity Why Pegamento Engagement models Approach Talk to us Book a discovery call → AI & CX for complex enterprises Make AI & CX work in

## Blog Posts

- [How do you ensure a consistent customer view in an omnichannel environment?](https://pegamento.nl/en/contact-center/how-do-you-ensure-a-consistent-customer-view-in-an-omnichannel-environment/) (2026-06-25): Fragmented customer data, siloed systems, lack of ownership—discover how omnichannel customer engagement solves these issues at the structural level.
- [What is NPS, and why should every customer service manager measure it?](https://pegamento.nl/en/contact-center/what-is-nps-and-why-should-every-customer-service-manager-measure-it/) (2026-06-25): Measuring NPS without taking action is pointless — discover how customer service managers are truly leveraging the Net Promoter Score to improve the customer experience.
- [How do you calculate the Customer Lifetime Value of your customers?](https://pegamento.nl/en/contact-center/how-do-you-calculate-the-customer-lifetime-value-of-your-customers/) (2026-06-24): Calculate customer lifetime value using the right formula and use CLV to make smarter decisions about customer engagement.
- [How do you calculate the Net Promoter Score step by step?](https://pegamento.nl/en/contact-center/how-do-you-calculate-the-net-promoter-score-step-by-step/) (2026-06-24): Calculate your NPS step by step: from the basic formula to industry averages and specific actions to improve customer interactions.
- [What is Voice of the Customer, and how can you use it for customer service?](https://pegamento.nl/en/contact-center/what-is-voice-of-the-customer-and-how-can-you-use-it-for-customer-service/) (2026-06-23): Discover how Voice of the Customer is transforming customer service with proven methods and AI-driven insights.
- [What is a good NPS score for your industry?](https://pegamento.nl/en/contact-center/what-is-a-good-nps-score-for-your-industry/) (2026-06-23): NPS benchmarks by sector: What is a truly good score for your industry in 2026?
- [August 2026 is fast approaching: Will your AI-powered customer interactions comply with the law by then?](https://pegamento.nl/en/ai/august-2026-is-fast-approaching-will-your-ai-powered-customer-interactions-comply-with-the-law-by-then/) (2026-06-22): Many organizations are now experimenting with AI in customer service. Voicebots answer questions, AI agents schedule appointments, and smart assistants support or replace parts of the customer service process. The benefits are clear: lower costs, better accessibility, and faster service.
- [August 2026 is fast approaching: Will your AI-powered customer interactions comply with the law by then?](https://pegamento.nl/en/ai/august-2026-is-fast-approaching-will-your-ai-powered-customer-interactions-comply-with-the-law-by-then/) (2026-06-22): Many organizations are now experimenting with AI in customer service. Voicebots answer questions, AI agents schedule appointments, and smart assistants support or replace parts of the customer service process. The benefits are clear: lower costs, better accessibility, and faster service.
- [Why don’t customer service employees keep it up?](https://pegamento.nl/en/contact-center/why-dont-customer-service-employees-keep-it-up/) (2026-06-22): Customer service teams are facing a staffing crisis: employees are not keeping up due to persistent workloads, outdated systems, and lack of recognition. The combination of emotionally taxing calls, constant switching between fragmented systems, and feeling powerless creates a vicious cycle. Discover the root causes of this high turnover and concrete solutions through integrated systems, smart automation, and data-driven management information that increase employee retention and satisfaction.
- [What does a customer contact cost on average in the Netherlands?](https://pegamento.nl/en/contact-center/what-does-a-customer-contact-cost-on-average-in-the-netherlands/) (2026-06-22): The cost of customer contact varies widely by channel: telephony costs €7-€15, while email and chat are between €3-€8. These differences arise from staffing, technology and handling time. In this article you will discover how to calculate the cost per contact for your organization, which factors have the greatest impact, and what concrete steps you can take to reduce costs without losing quality. Essential knowledge for any customer service manager looking to improve efficiency.
- [What does a customer contact cost on average in the Netherlands?](https://pegamento.nl/en/contact-center/what-does-a-customer-contact-cost-on-average-in-the-netherlands/) (2026-06-22): The cost of customer contact varies widely by channel: telephony costs €7-€15, while email and chat are between €3-€8. These differences arise from staffing, technology and handling time. In this article you will discover how to calculate the cost per contact for your organization, which factors have the greatest impact, and what concrete steps you can take to reduce costs without losing quality. Essential knowledge for any customer service manager looking to improve efficiency.
- [How can you effectively measure NPS after a customer interaction?](https://pegamento.nl/en/contact-center/how-can-you-effectively-measure-nps-after-a-customer-interaction/) (2026-06-22): Increase your NPS response rate with the right timing, channel selection, and follow-up after every customer interaction.
- [Which KPIs do you use to increase customer retention?](https://pegamento.nl/en/contact-center/which-kpis-do-you-use-to-increase-customer-retention/) (2026-06-22): Find out which KPIs can predict customer churn early on and truly increase customer retention.
- [Why Is Your NPS Dropping—and What Can You Do About It?](https://pegamento.nl/en/contact-center/why-is-your-nps-dropping-and-what-can-you-do-about-it/) (2026-06-21): Is your NPS dropping? Discover the most common causes and concrete steps to systematically improve the customer experience.
- [How do you implement CES step by step in your organization?](https://pegamento.nl/en/contact-center/how-do-you-implement-ces-step-by-step-in-your-organization/) (2026-06-21): Discover how the Customer Effort Score identifies and resolves friction in customer interactions.
- [What is the difference between relational NPS and transactional NPS?](https://pegamento.nl/en/contact-center/what-is-the-difference-between-relational-nps-and-transactional-nps/) (2026-06-20): Relational or transactional NPS? Find out which method truly makes your customer loyalty measurable.
- [What do you report to management regarding customer service KPIs?](https://pegamento.nl/en/contact-center/what-do-you-report-to-management-regarding-customer-service-kpis/) (2026-06-20): Which customer service KPIs do you report to management? From selection to presentation—including ROI metrics.
- [CADA Explained Simply: Europe Wants to Know Who Controls Our Cloud and AI](https://pegamento.nl/en/technology/cada-explained-simply-europe-wants-to-know-who-controls-our-cloud-and-ai/) (2026-06-19): Cloud and AI have long since ceased to be merely “IT topics.” They form the foundation of digital services, customer engagement, healthcare, government, financial processes, security, logistics, and, increasingly, business operations. But behind every AI application and every cloud service
- [CADA Explained Simply: Europe Wants to Know Who Controls Our Cloud and AI](https://pegamento.nl/en/technology/cada-explained-simply-europe-wants-to-know-who-controls-our-cloud-and-ai/) (2026-06-19): Cloud and AI have long since ceased to be merely “IT topics.” They form the foundation of digital services, customer engagement, healthcare, government, financial processes, security, logistics, and, increasingly, business operations. But behind every AI application and every cloud service
- [How can you use AI to analyze customer feedback at scale?](https://pegamento.nl/en/contact-center/how-can-you-use-ai-to-analyze-customer-feedback-at-scale/) (2026-06-19): AI analyzes thousands of customer responses in minutes — discover how to turn feedback into smart improvements.
- [Why isn’t NPS alone enough, and how do you combine it with open feedback?](https://pegamento.nl/en/contact-center/why-isnt-nps-alone-enough-and-how-do-you-combine-it-with-open-feedback/) (2026-06-19): NPS provides a score, but open-ended feedback reveals the why—find out how to combine the two for real customer insights.
- [How do you automate NPS measurement in your contact center?](https://pegamento.nl/en/contact-center/how-do-you-automate-nps-measurement-in-your-contact-center/) (2026-06-18): Want to measure NPS continuously in your contact center? Discover smart triggers, channels, and common mistakes to avoid.
- [What is customer journey mapping, and why does customer service often not participate in it?](https://pegamento.nl/en/contact-center/what-is-customer-journey-mapping-and-why-does-customer-service-often-not-participate-in-it/) (2026-06-18): Customer service lacks structural insights due to operational pressure — discover how journey mapping can change that.
- [How do you measure CSAT by channel: email, phone, chat, and WhatsApp?](https://pegamento.nl/en/contact-center/how-do-you-measure-csat-by-channel-email-phone-chat-and-whatsapp/) (2026-06-17): Discover how to measure CSAT effectively by channel and compare scores fairly to improve customer satisfaction.
- [How do emotions in the customer journey affect your NPS score?](https://pegamento.nl/en/contact-center/how-do-emotions-in-the-customer-journey-affect-your-nps-score/) (2026-06-17): Negative emotions carry 2–3 times more weight than positive ones—find out how emotions throughout the customer journey directly impact your NPS score.
- [Why doesn’t a high CSAT score always mean that customers are loyal?](https://pegamento.nl/en/contact-center/why-doesnt-a-high-csat-score-always-mean-that-customers-are-loyal/) (2026-06-16): Satisfied customers aren’t necessarily loyal customers. Find out what CSAT really measures—and what it doesn’t.
- [What is a reasonable response time for handling complaints, and how do you measure it?](https://pegamento.nl/en/contact-center/what-is-a-reasonable-response-time-for-handling-complaints-and-how-do-you-measure-it/) (2026-06-16): Within 24 hours to five business days: discover realistic benchmarks, measurement methods, and improvement strategies for faster complaint resolution.
- [When should you choose CSAT, NPS, or CES?](https://pegamento.nl/en/contact-center/when-should-you-choose-csat-nps-or-ces/) (2026-06-15): CSAT, NPS, or CES? Find out which customer satisfaction metric is the best fit for your organization and goals.
- [How do you link employee satisfaction to customer satisfaction?](https://pegamento.nl/en/contact-center/how-do-you-link-employee-satisfaction-to-customer-satisfaction/) (2026-06-15): Happy employees = happy customers. Discover how the service-profit chain works and how to measure both.
- [How can you improve your CSAT score with better first-line handling?](https://pegamento.nl/en/contact-center/how-can-you-improve-your-csat-score-with-better-first-line-handling/) (2026-06-14): FCR is one of the strongest predictors of CSAT — discover what truly improves first-contact resolution.
- [How do you make the business case for investing in customer service?](https://pegamento.nl/en/contact-center/how-do-you-make-the-business-case-for-investing-in-customer-service/) (2026-06-14): Poor customer service costs more than you think — learn how to build a business case that will convince senior management.
- [How does AI automatically analyze customer satisfaction using CSAT?](https://pegamento.nl/en/contact-center/how-does-ai-automatically-analyze-customer-satisfaction-using-csat/) (2026-06-13): AI predicts customer satisfaction without surveys — discover how NLP and sentiment analysis automatically analyze every conversation.
- [How do you build a KPI dashboard that your team will actually use?](https://pegamento.nl/en/contact-center/how-do-you-build-a-kpi-dashboard-that-your-team-will-actually-use/) (2026-06-13): Find out how to build a KPI dashboard that your customer service team uses and trusts every day.
- [How does reducing the effort required through self-service lead to greater loyalty?](https://pegamento.nl/en/contact-center/how-does-reducing-the-effort-required-through-self-service-lead-to-greater-loyalty/) (2026-06-12): High customer effort is a stronger predictor of churn than dissatisfaction — discover how smart self-service builds loyalty.
- [What are the most common mistakes made when measuring CSAT?](https://pegamento.nl/en/contact-center/what-are-the-most-common-mistakes-made-when-measuring-csat/) (2026-06-12): High CSAT scores that don’t mean much? Discover the 4 most common measurement errors and how to avoid them.
- [What is the Customer Effort Score and why is it so powerful?](https://pegamento.nl/en/contact-center/what-is-the-customer-effort-score-and-why-is-it-so-powerful/) (2026-06-11): CES predicts customer turnover better than NPS or CSAT - find out how to measure and deploy it.
- [How is your customer service performing relative to the market in 2026?](https://pegamento.nl/en/contact-center/how-is-your-customer-service-performing-relative-to-the-market-in-2026/) (2026-06-11): Many customer service teams perform below market standards - without knowing it. Find out how you score.
- [How to create a customer journey map in 5 steps?](https://pegamento.nl/en/contact-center/how-to-create-a-customer-journey-map-in-5-steps/) (2026-06-10): Map the entire customer journey and discover where your organization can really make a difference.
- [How do you measure your customer service accessibility objectively?](https://pegamento.nl/en/contact-center/how-do-you-measure-your-customer-service-accessibility-objectively/) (2026-06-09): Measure customer service accessibility objectively with the right KPIs - find out what data you really need.
- [How do you lower First Response Time in your customer service?](https://pegamento.nl/en/contact-center/how-do-you-lower-first-response-time-in-your-customer-service/) (2026-06-08): High First Response Time? Find out how smart routing and automation instantly accelerate your customer service.
- [What makes customer journey mapping for B2B different from B2C?](https://pegamento.nl/en/contact-center/what-makes-customer-journey-mapping-for-b2b-different-from-b2c/) (2026-06-07): B2B customer journey mapping is more complex than B2C - discover the crucial differences and build an effective map.
- [How do you calculate and lower the churn rate?](https://pegamento.nl/en/contact-center/how-do-you-calculate-and-lower-the-churn-rate/) (2026-06-06): High churn rate? Learn to calculate, predict and lower it with proven customer retention strategies.
- [AI is growing rapidly. But the real shortfall is not in technology, but in practical experience.](https://pegamento.nl/en/ai/ai-is-growing-rapidly-but-the-real-shortfall-is-not-in-technology-but-in-practical-experience/) (2026-06-05): According to recent figures from Statistics Netherlands, one in six Dutch companies now uses AI. That is a doubling compared to two years earlier. Especially applications around marketing and sales stand out: of the companies that use AI, 35% use
- [AI is growing rapidly. But the real shortfall is not in technology, but in practical experience.](https://pegamento.nl/en/ai/ai-is-growing-rapidly-but-the-real-shortfall-is-not-in-technology-but-in-practical-experience/) (2026-06-05): According to recent figures from Statistics Netherlands, one in six Dutch companies now uses AI. That is a doubling compared to two years earlier. Especially applications around marketing and sales stand out: of the companies that use AI, 35% use
- [How do you plan and manage workforce management in the contact center?](https://pegamento.nl/en/contact-center/how-do-you-plan-and-manage-workforce-management-in-the-contact-center/) (2026-06-05): Smart planning in the contact center: from reliable forecasts to real-time adjustments - discover the complete approach.
- [What should be in a customer service level agreement?](https://pegamento.nl/en/contact-center/what-should-be-in-a-customer-service-level-agreement/) (2026-06-04): Everything a customer service SLA should include: from KPIs to escalation procedures. Learn how to set and meet standards.
- [Why is CES a better predictor of churn than CSAT?](https://pegamento.nl/en/contact-center/why-is-ces-a-better-predictor-of-churn-than-csat/) (2026-06-03): Satisfied customers leave anyway - find out why CES predicts churn better than CSAT.
- [What is FCR and how do you improve First Contact Resolution?](https://pegamento.nl/en/contact-center/what-is-fcr-and-how-do-you-improve-first-contact-resolution/) (2026-06-02): Learn how First Contact Resolution works, what a good FCR score is and how to improve it step by step.
- [What is a good AHT and when are you chasing the wrong number?](https://pegamento.nl/en/contact-center/what-is-a-good-aht-and-when-are-you-chasing-the-wrong-number/) (2026-06-01): No universal AHT standard exists - discover when a low score is precisely a warning signal.
- [How do cloud solutions improve the customer experience in customer service?](https://pegamento.nl/en/contact-center/how-do-cloud-solutions-improve-the-customer-experience-in-customer-service/) (2026-05-31): Outdated systems are costing customers and employees time. Discover how cloud solutions are transforming customer service.

## Klantcase

- [Rijkswaterstaat](https://pegamento.nl/en/klantcase/rijkswaterstaat/): AI detection increases safety on bridges. We call that Smart Detection. Rijkswaterstaat Challenge Detection Download whitepaper Contact Challenge Detecting anomalous situations on bridges Real time overview of situations on bridges Result Detect anomalous situations Warnings on dashboard in case of
- [Rijkswaterstaat](https://pegamento.nl/en/klantcase/rijkswaterstaat/): AI detection increases safety on bridges. We call that Smart Detection. Rijkswaterstaat Challenge Detection Download whitepaper Contact Challenge Detecting anomalous situations on bridges Real time overview of situations on bridges Result Detect anomalous situations Warnings on dashboard in case of
- [MIND Helpline](https://pegamento.nl/en/klantcase/mind-helpline/): The goal at Mind Helpline: anyone who contacts us by phone or online should be helped within half an hour. Structure in all customer contacts Download whitepaper Contact Challenge Communication came in scattered Employees long in search of correct (customer)
- [MIND Helpline](https://pegamento.nl/en/klantcase/mind-helpline/): The goal at Mind Helpline: anyone who contacts us by phone or online should be helped within half an hour. Structure in all customer contacts Download whitepaper Contact Challenge Communication came in scattered Employees long in search of correct (customer)
- [Feenstra installation company](https://pegamento.nl/en/klantcase/feenstra-installation-company/): From fragmented processes at Feenstra installation, to one integrated Lead-to-Order chain. Process optimization in ICT Download whitepaper Schedule your introduction Challenge No overview in projects Appointment scheduling needed to improve Repair work creates additional crowds Result Faster turnaround times in
- [Feenstra installation company](https://pegamento.nl/en/klantcase/feenstra-installation-company/): From fragmented processes at Feenstra installation, to one integrated Lead-to-Order chain. Process optimization in ICT Download whitepaper Schedule your introduction Challenge No overview in projects Appointment scheduling needed to improve Repair work creates additional crowds Result Faster turnaround times in
- [Kindergarden](https://pegamento.nl/en/klantcase/kindergarden/): How Kindergarden teamed up with Pegamento to professionalize its customer relationship and serve parents faster and more personally. Download whitepaper Contact Customer contact solution for daycare center Challenge Parents expect good and immediate accessibility Communication through channels such as WhatsApp
- [Kindergarden](https://pegamento.nl/en/klantcase/kindergarden/): How Kindergarden teamed up with Pegamento to professionalize its customer relationship and serve parents faster and more personally. Download whitepaper Contact Customer contact solution for daycare center Challenge Parents expect good and immediate accessibility Communication through channels such as WhatsApp
- [Chamber of Commerce](https://pegamento.nl/en/klantcase/chamber-of-commerce/): Towards future-oriented customer contact with an innovative omnichannel system. Download whitepaper Contact Consistency across all contact channels Challenge Improving accessibility, speed and personalization Infrastructure obsolete Gain better insight into customer satisfaction Result Customer contact integration (voice, social, chat) 85-90% accurate
- [Chamber of Commerce](https://pegamento.nl/en/klantcase/chamber-of-commerce/): Towards future-oriented customer contact with an innovative omnichannel system. Download whitepaper Contact Consistency across all contact channels Challenge Improving accessibility, speed and personalization Infrastructure obsolete Gain better insight into customer satisfaction Result Customer contact integration (voice, social, chat) 85-90% accurate
- [113 Suicide Prevention](https://pegamento.nl/en/klantcase/113-suicide-prevention/): How Pegamento helped 113 Suicide Prevention build a communication platform that works for people in need. Emergency accessibility Download whitepaper Contact Challenge Systems no longer work together No good reporting capabilities Little flexibility in the systems Result Real-time dashboards for
- [113 Suicide Prevention](https://pegamento.nl/en/klantcase/113-suicide-prevention/): How Pegamento helped 113 Suicide Prevention build a communication platform that works for people in need. Emergency accessibility Download whitepaper Contact Challenge Systems no longer work together No good reporting capabilities Little flexibility in the systems Result Real-time dashboards for
- [Achmea](https://pegamento.nl/en/klantcase/achmea/): Improved automation of customer contact increased customer satisfaction. Contact handling substantially improved Download whitepaper Contact Challenge Speed up work processes Accelerate handling time of customer contact Automating administrative work Result 30 different services active 89% substantial savings per month through
- [Achmea](https://pegamento.nl/en/klantcase/achmea/): Improved automation of customer contact increased customer satisfaction. Contact handling substantially improved Download whitepaper Contact Challenge Speed up work processes Accelerate handling time of customer contact Automating administrative work Result 30 different services active 89% substantial savings per month through
- [Municipality of Amsterdam](https://pegamento.nl/en/klantcase/municipality-of-amsterdam/): How the City of Amsterdam increased its accessibility and customer satisfaction. Citizens are helped faster Download whitepaper Contact Challenge Long lead times of processes Many operations per process No consistency in handling (inquiries) Search many applications for the right (customer)
- [Municipality of Amsterdam](https://pegamento.nl/en/klantcase/municipality-of-amsterdam/): How the City of Amsterdam increased its accessibility and customer satisfaction. Citizens are helped faster Download whitepaper Contact Challenge Long lead times of processes Many operations per process No consistency in handling (inquiries) Search many applications for the right (customer)
- [Amstelveld Bakery](https://pegamento.nl/en/klantcase/amstelveld-bakery/): With Pegamento's Computer Vision solution, bakery Amstelveld could be quickly optimized. Quality improves with computer vision Download whitepaper Contact Challenge Manual checking of anomalous rolls Reduce number of 'wrong' sandwiches Result Fewer disruptions in the production line Less manual control
- [Amstelveld Bakery](https://pegamento.nl/en/klantcase/amstelveld-bakery/): With Pegamento's Computer Vision solution, bakery Amstelveld could be quickly optimized. Quality improves with computer vision Download whitepaper Contact Challenge Manual checking of anomalous rolls Reduce number of 'wrong' sandwiches Result Fewer disruptions in the production line Less manual control
- [Graphic Lyceum Utrecht](https://pegamento.nl/en/klantcase/graphic-lyceum-utrecht/): With Phone System, reachability across multiple channels improves. Improved accessibility Download whitepaper Contact Challenge Old telephony solution no longer had support and dropped out frequently Making Microsoft Teams part of new telephony solution Employees wanted to continue using Teams as
- [Graphic Lyceum Utrecht](https://pegamento.nl/en/klantcase/graphic-lyceum-utrecht/): With Phone System, reachability across multiple channels improves. Improved accessibility Download whitepaper Contact Challenge Old telephony solution no longer had support and dropped out frequently Making Microsoft Teams part of new telephony solution Employees wanted to continue using Teams as
- [Translink](https://pegamento.nl/en/klantcase/translink/): Perfect integration of software systems accelerates contacts with customers at Translink. Information directly accessible Download whitepaper Contact Challenge Reduce screen interactions Accelerate handling of customer contacts Gain insight into customer contact KPIs Result 23 Seconds faster handling of customer contacts
- [Translink](https://pegamento.nl/en/klantcase/translink/): Perfect integration of software systems accelerates contacts with customers at Translink. Information directly accessible Download whitepaper Contact Challenge Reduce screen interactions Accelerate handling of customer contacts Gain insight into customer contact KPIs Result 23 Seconds faster handling of customer contacts
- [Mediq](https://pegamento.nl/en/klantcase/mediq/): With Knowledge Base, Mediq has all relevant information at its fingertips. Information readily available Download whitepaper Contact Challenge Fragmented information and knowledge at different locations Long in search of the right information Result 100% Up to date information & knowledge
- [Mediq](https://pegamento.nl/en/klantcase/mediq/): With Knowledge Base, Mediq has all relevant information at its fingertips. Information readily available Download whitepaper Contact Challenge Fragmented information and knowledge at different locations Long in search of the right information Result 100% Up to date information & knowledge

## Podcasts

- [People don’t buy from a logo, they buy from people](https://pegamento.nl/en/podcasts/people-dont-buy-from-a-logo-they-buy-from-people/): In this episode of The Pegamento Podcast, Jamie Timmer, founder of SocialViewz, joins us. SocialViewz helps entrepreneurs and teams with personal branding and LinkedIn growth. Jamie explains why people don't buy from a logo but from people, why authenticity is
- [People don’t buy from a logo, they buy from people](https://pegamento.nl/en/podcasts/people-dont-buy-from-a-logo-they-buy-from-people/): In this episode of The Pegamento Podcast, Jamie Timmer, founder of SocialViewz, joins us. SocialViewz helps entrepreneurs and teams with personal branding and LinkedIn growth. Jamie explains why people don't buy from a logo but from people, why authenticity is
- [On consistent customer journeys, the role of employees and AI](https://pegamento.nl/en/podcasts/on-consistent-customer-journeys-the-role-of-employees-and-ai/): In this episode of The Pegamento Podcast, Thirza Schaap, co-founder of CX Unraveled, joins us. Named #1 CX Professional worldwide in 2024, Thirza helps organizations at home and abroad to truly understand and sustainably improve the customer experience. She talks
- [On consistent customer journeys, the role of employees and AI](https://pegamento.nl/en/podcasts/on-consistent-customer-journeys-the-role-of-employees-and-ai/): In this episode of The Pegamento Podcast, Thirza Schaap, co-founder of CX Unraveled, joins us. Named #1 CX Professional worldwide in 2024, Thirza helps organizations at home and abroad to truly understand and sustainably improve the customer experience. She talks
- [On the importance of really listening, the impact of volunteering](https://pegamento.nl/en/podcasts/on-the-importance-of-really-listening-the-impact-of-volunteering/): In this episode of The Pegamento Podcast, Richard Coonen, director-director of De Luisterlijn, joins us. He talks about De Luisterlijn's unique role as an organization that offers a listening ear day and night to anyone in need of an anonymous
- [On the importance of really listening, the impact of volunteering](https://pegamento.nl/en/podcasts/on-the-importance-of-really-listening-the-impact-of-volunteering/): In this episode of The Pegamento Podcast, Richard Coonen, director-director of De Luisterlijn, joins us. He talks about De Luisterlijn's unique role as an organization that offers a listening ear day and night to anyone in need of an anonymous
- [How digitization can go hand in hand with personal and warm contact](https://pegamento.nl/en/podcasts/how-digitization-can-go-hand-in-hand-with-personal-and-warm-contact/): In this episode of The Pegamento Podcast, Age Sluis joins us, Director of Marketing & Customer Relations at Kindergarden. He talks about Kindergarden's unique pedagogical vision, the choice for premium quality and how digitalization can go hand in hand with
- [How digitization can go hand in hand with personal and warm contact](https://pegamento.nl/en/podcasts/how-digitization-can-go-hand-in-hand-with-personal-and-warm-contact/): In this episode of The Pegamento Podcast, Age Sluis joins us, Director of Marketing & Customer Relations at Kindergarden. He talks about Kindergarden's unique pedagogical vision, the choice for premium quality and how digitalization can go hand in hand with
- [Trends, challenges and opportunities within the world of customer experience](https://pegamento.nl/en/podcasts/trends-challenges-and-opportunities-within-the-world-of-customer-experience/): This episode of The Pegamento Podcast offers an inspiring conversation with Roel Masselink, director of the Customer Service Federation (KSF). In the interview, Roel talks about the role and significance of KSF as an industry organization for customer contact in
- [Trends, challenges and opportunities within the world of customer experience](https://pegamento.nl/en/podcasts/trends-challenges-and-opportunities-within-the-world-of-customer-experience/): This episode of The Pegamento Podcast offers an inspiring conversation with Roel Masselink, director of the Customer Service Federation (KSF). In the interview, Roel talks about the role and significance of KSF as an industry organization for customer contact in