Articles, benchmark data, and customer stories on the human side of technology at work.
Demotivated Service Agents will not serve end-users well. Experience Management gives Service Agents real-time feedback, so they are motivated to improve.
Sami KallioExperience Level Agreements (XLAs) measure outcomes and experiences, leading to a better service, increased happiness and productivity. Here are our top 5 benefits.
Pasi NikkanenIn this episode of HappyToday podcast we set out to find an answer to the question 'what are Experience Level Agreements' (XLAs) and how are they defined?
Pasi NikkanenWhat will 2024 hold for IT experience management? Here, Roy Atkinson shares his thoughts.
Roy AtkinsonHere we discuss the actual worth of the commonly used IT help desk metrics to Help Desk Managers.
Sami KallioThis blog looks at the four most common ways to introduce XLAs into an organization.
Sami KallioCSAT scores might show end-user satisfaction, but there can still be underlying IT support issues. This article addresses the potential reasons.
Sakari KyröThis blog quickly explains why XLAs or experience-focused targets are the best indicator of how well an IT service desk is meeting business and employee needs.
Sami KallioITXM should be a key part of any CIO toolbox – a key indicator of how well your IT department supports business needs and outcomes. This blog explains why.
Sami KallioHere Roy Atkinson discusses the unintended consequences of SLAs, exceeding expectations, and why you need XLAs.
Roy Atkinson