17.09.2021 | 6 minute read

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

Have you ever called a customer service hotline, only to be passed from one service agent to the next while waiting for ...

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ticket bouncing
ticket bouncing
6 minute read

17.09.2021

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

Have you ever called a customer service hotline, only to be passed from one service agent to the next while waiting for ...

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Remove SLAs
7 minute read

27.08.2021

Should you get rid of Service Level Agreements (SLAs)?

Service Level Agreements, or SLAs for short. For years now, I have been advocating for them to be removed.   I believe ...

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7 minute read

25.08.2021

How to Create Instant Feedback Loops with Flow Designer in ServiceNow

While receiving real-time employee or end-user feedback is a great way to understand and improve the current state of ...

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7 minute read

20.08.2021

Don't make this mistake with your (new) ServiceNow platform!

IT always needs to prove the value and ROI from each new technology or project. So you have invested in your (new) ...

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7 minute read

13.08.2021

Humans are the best sensors for IT

At the core of why HappySignals exists is our vision for IT Service Management to be more human-centric — to listen to ...

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9 minute read

06.08.2021

5 practical steps to start your human-centric IT journey

With the other co-founders of HappySignals, we realised years ago (and still now) that rather than understanding how ...

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11 minute read

30.07.2021

Make Experience a shared goal for IT

Enterprises today have increasingly complex IT environments with different touchpoints and end-users in different ...

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7 minute read

28.07.2021

Why Continual Improvement Needs Employee Experience Data

Are your IT service desk’s continual improvement efforts missing an important something? Perhaps it has a good number ...

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develop channels ServiceNow
26 minute read

20.07.2021

How to Develop Channels with Experience Data in ServiceNow

How well is your IT self-service portal doing? Or your IT support chat channel? It’s likely that – as with many other ...

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8 minute read

16.07.2021

Experience is about People, Process, and Technology - in that order

Having worked for many years myself building IT services for large organizations, I know all too well how easy it is ...

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