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02.04.2024 | 7 minute read

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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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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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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6 minute read

15.11.2023

Forget CSAT Scores, Here’s What End-Users Really Think of IT Support

IT service desks have long held customer satisfaction (CSAT) up as the independent view of their performance. After ...

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9 minute read

13.07.2023

15 Tips for Starting with IT Experience Management

Employee, or end-user, experience management is a hot topic in IT, particularly when a productivity-based view of ...

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Are You Overly Focused on Not Failing, Rather Than Succeeding, with IT Support?
6 minute read

17.05.2023

Are You Overly Focused on Not Failing, Rather Than Succeeding, with IT Support?

What’s more important for your IT service desk – getting a great piece of customer feedback or not getting any bad ...

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It’s Time for Your IT Service Desk Strategies to Refocus from Cost to Business Value
14 minute read

16.01.2023

It’s Time for Your IT Service Desk Strategies to Refocus from Cost to Business Value

There has been a long-held view that the IT service desk is a “cost of quality,” i.e. it’s an additional and ...

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7 minute read

28.04.2022

How to Leverage EX Data to Drive Continual Improvement 

Companies everywhere are looking to IT to increase speed, minimize costs, and better partner with lines of business to ...

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Experience Management Acronyms Explained
11 minute read

24.02.2022

Experience Management Acronyms Explained 

This article can also be downloaded as a PDF. Some might view experience management as the latest IT service management ...

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14 minute read

27.10.2021

IT’s going all-In on Employee Experience, but where does HR fit In?

If I were to ask you, “Who owns the employee experience in your organization ?” what would you say. Even if you didn’t ...

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