HappySignals Ltd’s Post

Have you discovered Rob Mayhew, amongst his many daily TikTok uploads sharing life as a creative, if you dig deep enough, you will find he and many others have creatively shared the stereotypical view of IT support and the “raise a ticket obsession era”. I find it intriguing that in a world where customer centricity was the mantra of businesses a few decades ago that the concept of Experience Level Agreements are so instantly baffling for many corporate IT departments. For me it’s not so much about the science and the mechanics of the XLA - for me having XLAs is a statement of our services matter and our colleagues perception of our services matter too - the insight and the conversations that having XLAs and XPI trigger has to be seen as not just valuable but as invaluable. And absolutely XLAs are not the new SLAS they are another perspective on performance - don’t get hung up on contracts and agreements - get hung up on having a mechanism to hear the perceptions of your colleagues and bring this insight into your priorities and decision making. The more complicated or complex or fragmented your IT operating model is the more insights of your colleagues experience will matter. This is a great article that shows the challenges you will definitely have when discussing XLAs with your teams - don’t let the challenges get you down - be passionate have belief, experience and service insights will lead to far better IT performance than service insights alone. 👇 👇 👇 #xla #sla #iTops #ITsupport #ITservices

Here we explain the top five benefits of Experience Level Agreements. Are there any others that you would add? https://bit.ly/3IoDKeF #XLA #SLA #ServiceDesk #ITSM #ITXM

NEW BLOG: Will your IT organization be able to avoid what could be considered “death by watermelon” – where the continued failure to meet business expectations results in greater business discontent and perhaps a change in service provider capabilities (such as outsourcing)? https://bit.ly/3UyckJc #SLA #XLA #ServiceDesk #ITSM #ITXM #WatermelonEffect

🤝 As with any business partnership, vendors have a financial incentive to complete their job. If this is their main priority, it may influence the approach they take and the decisions they make. Being vendor-neutral results in a solution that is genuinely aimed at achieving your goals rather than doing something beneficial to the provider-vendor relationship. Learn what it means to be vendor-neutral here: ⏬ https://lnkd.in/e6Pk52Ec #Xcession #ITManagedServices #ITSM #ServiceManagement #ITSMPractices #ITService #ITServices #ITServiceManagement #VendorNeutral

How do you encourage customers to use your Service Request catalog to increase business efficiency? Here are some ideas 💡 Read the full blog post here 👉 https://buff.ly/3Ou6rdF #ITSM #ITefficiency #ServiceDesk #ASM

Fuel innovation with IT Service Management. Learn how here #NearshoreOutsourcing #NearshoreSoftwareDevelopment #NearshoreStaffAugmentation #NearshoringSoftwareDevelopers

Discover how an SME can gain a competitive edge and benefit from partnering with an IT Managed Service Provider (MSP). #sme #smallbusiness #msp #managedservices #costsavings #itservicemanagement https://lnkd.in/dEpJ3sSx

CCaaS Insights: The Hidden Cost of Support - https://bit.ly/4bcqGGq As part of our commitment to helping businesses reduce operational expenses, our latest whitepaper, 'The Hidden Cost of Support,' delves into the often-overlooked aspects of support expenses for CCaaS providers. This comprehensive guide explores: • A detailed exploration of both visible and hidden expenses associated with CCaaS support. • An insightful assessment of how these concealed costs will influence your business operations and profit margins. • Practical guidance on effectively identifying and managing these costs. To access a copy of this guide, click here: https://bit.ly/4bcqGGq #ccaas #contactcenter #customersupport #support

The tier-based tech support emerges as a cornerstone in ensuring seamless operations within organizations. By structuring support teams into distinct levels, companies can efficiently manage the complexity of technical issues, ensuring swift and effective resolution at each level. This tiered approach not only optimizes workflow and resource allocation but also enhances the overall CX by providing specialized assistance tailored to the specific needs of users. Check out this blog: https://lnkd.in/dk8ddwMv . . #techsupportoutsourcing #helpdeskoutsourcing #techexperts #techblog #outsourcingservices #techcallcenter #aicc #aicontactcenter #customerexperience #technicaloutsourcing #AHT #FCR #CSAT #SLA #backlogmanagement #selfservice

Explore the importance of service-level agreements (SLAs) and how to craft a solid one to ensure productive partnerships between companies and vendors. https://hubs.ly/Q02tVs360 #contractmanagement #CLMsystem #contractmanagementsoftware