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13.03.2024 | 5 minute read

Ticket bouncing, frustrated end-users – what can IT do?

Have you ever called a customer service department only to be passed from one customer service agent to another while ...

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ticket bouncing
ticket bouncing
5 minute read

13.03.2024

Ticket bouncing, frustrated end-users – what can IT do?

Have you ever called a customer service department only to be passed from one customer service agent to another while ...

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Motivate your Service Desk
5 minute read

07.03.2024

Motivate your Service Desk with Experience Management Data

Service desk agents working on an IT service desk might receive negative feedback about their IT support performance ...

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Benefits of Experience Level Agreements
6 minute read

29.02.2024

XLA - The Benefits of Experience Level Agreements

Service level agreements (SLAs) are no longer what organizations and their IT service providers need, with employee ...

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8 minute read

26.02.2024

The Watermelon Effect of SLAs on ITSM and IT Service Experience

What do you think about the value, and appropriateness, of IT service desk service level agreements (SLAs)? Are you ...

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7 minute read

22.02.2024

#XLA - What are Experience Level Agreements?

Experience level agreements (XLAs) are an increasingly popular topic in IT service management (ITSM). However, the XLA ...

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ITXM Landscape
5 minute read

08.02.2024

The IT Experience Management (ITXM) Landscape

The IT experience management (ITXM) landscape currently has two dominant approaches. HappySignals advocates direct ...

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Adding XLAs to contractual agreements
10 minute read

29.01.2024

Adding XLAs To Contractual Agreements – The Four Main Options in Detail 

An earlier blog shared the four main options for adding experience level agreement targets (XLAs) to contractual ...

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KPIs for Help Desk Managers
6 minute read

14.12.2023

Which are the Most Important KPIs for Help Desk Managers?

The best metrics and key performance indicators (KPIs) to demonstrate IT help desk or IT service desk performance and ...

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XLA Introduction
5 minute read

07.12.2023

Choosing the Best Method for XLA Introduction in Your Organization 

Once your organization understands the benefits of experience management and experience level agreement (XLA) targets, ...

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What CEOs Need in 2024
5 minute read

28.11.2023

What CEOs Need from Their CIOs in 2024

Most businesses now rely on technology for optimal business operations and customer outcomes. Consequently, CIOs must ...

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