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13.06.2024 | 6 minute read

Better IT Decision-Making Through Experience Data and Insight

Companies thrive or die based on the quality of their decision-making, and poor decision-making can, in extreme cases, ...

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Better IT Decision-Making Through Experience Data and Insight
Better IT Decision-Making Through Experience Data and Insight
6 minute read

13.06.2024

Better IT Decision-Making Through Experience Data and Insight

Companies thrive or die based on the quality of their decision-making, and poor decision-making can, in extreme cases, ...

Read more >
End-user Personas
10 minute read

23.05.2024

End-User Personas are Changing; What About Your IT Support Capabilities and Targets?

Is your IT service desk treating every end-user in the same way? If it is, it needs to understand the benefits of ...

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Are Yearly IT Surveys useless?
6 minute read

02.05.2024

Are Yearly IT Surveys useless?

Since the global pandemic, most of us have changed how we live, work, move, and socialize. Importantly, the pandemic ...

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Old School Metrics
7 minute read

02.05.2024

Lessons from Old-School Metrics: The Limits of Utilization

Agent Utilization is one of the many metrics tracked by service desks to manage costs since the service desk is usually ...

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6 minute read

24.04.2024

4 Key IT Support Trends and the Importance of Experience Data

Everyone loves IT service management (ITSM) trend lists. But what’s usually created (in these ITSM trends) lists has ...

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Future of support - crowdsourced view
15 minute read

10.04.2024

The Future of IT Support – A Crowdsourced View 

To better understand the possible future of corporate IT support, we asked various IT service management (ITSM) ...

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7 minute read

02.04.2024

Why Humans are the Best Sensors of IT Experience

HappySignals was created with a vision for IT service management (ITSM) to be more human-centric — for IT service ...

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The Dangers of DEX Tools
7 minute read

28.03.2024

The Dangers of Relying on DEX Tools Alone

If you look at the various solutions offered in the employee experience market, you’ll notice two main approaches – a ...

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The Financial Impact of Interruptions
14 minute read

20.03.2024

The Financial Impact of Interruptions 

The retail industry has a word for it: shrinkage. It's the amount of inventory that disappears through shoplifting, ...

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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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