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02.05.2024 | 7 minute read

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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Old School Metrics
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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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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Lost Time is Lost Money
10 minute read

19.04.2023

Lost Time is Lost Money 

According to The Global IT Experience Benchmark H2/2022, employees perceived their lost time as 3 hours and 13 minutes ...

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Create the business case
9 minute read

23.06.2022

How to Create the Business Case for IT Experience Management 

Employee or end-user happiness has a business case. Yes, really. In this blog, I explain why and how IT experience ...

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HappySignals-at-ServiceDesk-Forum---Kista-Sweden

22.05.2019

Event recording: How to improve user satisfaction and reduce lost work time?

Recording of our presentation at ServiceDesk Forum 2019 at Kista, Sweden.

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