{"id":1250,"date":"2021-10-25T14:48:49","date_gmt":"2021-10-25T18:48:49","guid":{"rendered":"https:\/\/xla.tv\/?p=1250"},"modified":"2021-10-25T14:48:50","modified_gmt":"2021-10-25T18:48:50","slug":"create-better-customer-and-employee-experiences-with-experience-level-agreements","status":"publish","type":"post","link":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/","title":{"rendered":"Create Better Customer and Employee Experiences With Experience Level Agreements"},"content":{"rendered":"<p><\/p>\n\n<!--themify_builder_content-->\n<div id=\"themify_builder_content-1250\" data-postid=\"1250\" class=\"themify_builder_content themify_builder_content-1250 themify_builder tf_clear\">\n    \t<!-- module_row -->\n\t<div  data-lazy=\"1\" class=\"module_row themify_builder_row tb_gjl6421 tb_first tf_clearfix\">\n\t    \t\t<div class=\"row_inner col_align_top col-count-1 tf_box tf_w tf_rel\">\n\t\t\t<div  data-lazy=\"1\" class=\"module_column tb-column col-full first tb_k6wz422 tf_box\">\n\t\t\t    \t        <div class=\"tb-column-inner tf_box tf_w\">\n\t\t    <!-- module image -->\n<div  class=\"module module-image tb_2luy474   image-center tf_mw\" data-lazy=\"1\">\n        <div class=\"image-wrap tf_rel tf_mw\">\n\t\t    <img decoding=\"async\" loading=\"lazy\" width=\"640\" height=\"480\" src=\"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/9dcccf1adc1440a3a398cb98f2b89181.ashx_.jpeg\" class=\"wp-post-image wp-image-1252\" title=\"9dcccf1adc1440a3a398cb98f2b89181.ashx\" alt=\"9dcccf1adc1440a3a398cb98f2b89181.ashx\" srcset=\"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/9dcccf1adc1440a3a398cb98f2b89181.ashx_.jpeg 640w, https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/9dcccf1adc1440a3a398cb98f2b89181.ashx_-300x225.jpeg 300w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\n\t\t<\/div>\n\t<!-- \/image-wrap -->\n    \n    \t<\/div>\n<!-- \/module image -->\t        <\/div>\n\t    \t<\/div>\n\t\t    <\/div>\n\t    <!-- \/row_inner -->\n\t<\/div>\n\t<!-- \/module_row -->\n\t\t<!-- module_row -->\n\t<div  data-lazy=\"1\" class=\"module_row themify_builder_row tb_blt5636 tf_clearfix\">\n\t    \t\t<div class=\"row_inner col_align_top col-count-1 tf_box tf_w tf_rel\">\n\t\t\t<div  data-lazy=\"1\" class=\"module_column tb-column col-full first tb_xw4y636 tf_box\">\n\t\t\t    \t        <div class=\"tb-column-inner tf_box tf_w\">\n\t\t    <!-- module text -->\n<div  class=\"module module-text tb_pc60840   \" data-lazy=\"1\">\n        <div  class=\"tb_text_wrap\">\n    <p>\u00a0<\/p>\n<p>\u201cExperience-level agreements, or XLAs, have the unique ability to tie software and platform metrics to end user satisfaction, rather than the more familiar service-level agreement, or SLA. For those unfamiliar with the term, an XLA is an agreement between a customer and a service provider that uses the quality of employee experience with the provider\u2019s services as its basis.<\/p>\n<p>In order to understand some of the benefits of an XLA, it is helpful to review how SLAs are typically structured, and where their shortcomings can impact the customer experience. SLAs traditionally deal with availability (uptime of a service), capacity (how many concurrent sessions or users), and reliability (how frequently there are issues with connectivity, and how quickly technical support is made available), though an agreement may have many other components.&#8221;<\/p>\n<p>Read More at: <a href=\"https:\/\/www.cmswire.com\/digital-experience\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/?utm_source=cmswire.com&amp;utm_medium=email&amp;utm_campaign=cm&amp;utm_content=nl-weekly-211024&amp;mkt_tok=NzA2LVlJQS0yNjEAAAGAUYU83dO_yZXWIbnT6pzay7ZB20NXlFrbwW5RV33CQ2CGEw434-vR1tioWWE010UvYai8ZpkquXLZPxBTOfUTdW-9lHgCjvUjAqXk4IwWbIq8HU8A\">cmswire.com.<\/a><\/p>\n<p>\u00a0<\/p>    <\/div>\n<\/div>\n<!-- \/module text -->\t        <\/div>\n\t    \t<\/div>\n\t\t    <\/div>\n\t    <!-- \/row_inner -->\n\t<\/div>\n\t<!-- \/module_row -->\n\t<\/div>\n<!--\/themify_builder_content-->\n\n\n<p><\/p><!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>\u201cExperience-level agreements, or XLAs, have the unique ability to tie software and platform metrics to end user satisfaction, rather than the more familiar service-level agreement, or SLA. For those unfamiliar with the term, an XLA is an agreement between a customer and a service provider that uses the quality of employee experience with the provider\u2019s services as its basis.<\/p>\n<p>In order to understand some of the benefits of an XLA, it is helpful to review how SLAs are typically structured, and where their shortcomings can impact the customer experience. SLAs traditionally deal with availability (uptime of a service), capacity (how many concurrent sessions or users), and reliability (how frequently there are issues with connectivity, and how quickly technical support is made available), though an agreement may have many other components.&#8221;<\/p>\n<p>Read More at: cmswire.com.<br \/>\n<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":4,"featured_media":1247,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[9],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Create Better Customer and Employee Experiences With Experience Level Agreements - XLA.TV<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Create Better Customer and Employee Experiences With Experience Level Agreements - XLA.TV\" \/>\n<meta property=\"og:description\" content=\"\u201cExperience-level agreements, or XLAs, have the unique ability to tie software and platform metrics to end user satisfaction, rather than the more familiar service-level agreement, or SLA. For those unfamiliar with the term, an XLA is an agreement between a customer and a service provider that uses the quality of employee experience with the provider\u2019s services as its basis. In order to understand some of the benefits of an XLA, it is helpful to review how SLAs are typically structured, and where their shortcomings can impact the customer experience. SLAs traditionally deal with availability (uptime of a service), capacity (how many concurrent sessions or users), and reliability (how frequently there are issues with connectivity, and how quickly technical support is made available), though an agreement may have many other components.&quot; Read More at: cmswire.com.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/\" \/>\n<meta property=\"og:site_name\" content=\"XLA.TV\" \/>\n<meta property=\"article:published_time\" content=\"2021-10-25T18:48:49+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-10-25T18:48:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/employee-video-conference-call-monitor.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"931\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Emily Hernandez\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Emily Hernandez\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/\",\"url\":\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/\",\"name\":\"Create Better Customer and Employee Experiences With Experience Level Agreements - XLA.TV\",\"isPartOf\":{\"@id\":\"https:\/\/xla.tv\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/employee-video-conference-call-monitor.jpeg\",\"datePublished\":\"2021-10-25T18:48:49+00:00\",\"dateModified\":\"2021-10-25T18:48:50+00:00\",\"author\":{\"@id\":\"https:\/\/xla.tv\/#\/schema\/person\/ed8b10709400aa378166143b6eaf8a42\"},\"breadcrumb\":{\"@id\":\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#primaryimage\",\"url\":\"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/employee-video-conference-call-monitor.jpeg\",\"contentUrl\":\"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/employee-video-conference-call-monitor.jpeg\",\"width\":1400,\"height\":931,\"caption\":\"View from back above shoulder on the laptop with diverse employees, coworkers on the screen, video call, online meeting. App for video conference with many people together\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/xla.tv\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Create Better Customer and Employee Experiences With Experience Level Agreements\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/xla.tv\/#website\",\"url\":\"https:\/\/xla.tv\/\",\"name\":\"XLA.TV\",\"description\":\"Art and Science of Human Experience\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/xla.tv\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/xla.tv\/#\/schema\/person\/ed8b10709400aa378166143b6eaf8a42\",\"name\":\"Emily Hernandez\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/xla.tv\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/1e35198d277e26e7aff243e905dabede?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/1e35198d277e26e7aff243e905dabede?s=96&d=mm&r=g\",\"caption\":\"Emily Hernandez\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Create Better Customer and Employee Experiences With Experience Level Agreements - XLA.TV","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/","og_locale":"en_GB","og_type":"article","og_title":"Create Better Customer and Employee Experiences With Experience Level Agreements - XLA.TV","og_description":"\u201cExperience-level agreements, or XLAs, have the unique ability to tie software and platform metrics to end user satisfaction, rather than the more familiar service-level agreement, or SLA. For those unfamiliar with the term, an XLA is an agreement between a customer and a service provider that uses the quality of employee experience with the provider\u2019s services as its basis. In order to understand some of the benefits of an XLA, it is helpful to review how SLAs are typically structured, and where their shortcomings can impact the customer experience. SLAs traditionally deal with availability (uptime of a service), capacity (how many concurrent sessions or users), and reliability (how frequently there are issues with connectivity, and how quickly technical support is made available), though an agreement may have many other components.\" Read More at: cmswire.com.","og_url":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/","og_site_name":"XLA.TV","article_published_time":"2021-10-25T18:48:49+00:00","article_modified_time":"2021-10-25T18:48:50+00:00","og_image":[{"width":1400,"height":931,"url":"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/employee-video-conference-call-monitor.jpeg","type":"image\/jpeg"}],"author":"Emily Hernandez","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Emily Hernandez"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/","url":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/","name":"Create Better Customer and Employee Experiences With Experience Level Agreements - XLA.TV","isPartOf":{"@id":"https:\/\/xla.tv\/#website"},"primaryImageOfPage":{"@id":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#primaryimage"},"image":{"@id":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#primaryimage"},"thumbnailUrl":"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/employee-video-conference-call-monitor.jpeg","datePublished":"2021-10-25T18:48:49+00:00","dateModified":"2021-10-25T18:48:50+00:00","author":{"@id":"https:\/\/xla.tv\/#\/schema\/person\/ed8b10709400aa378166143b6eaf8a42"},"breadcrumb":{"@id":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#primaryimage","url":"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/employee-video-conference-call-monitor.jpeg","contentUrl":"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/employee-video-conference-call-monitor.jpeg","width":1400,"height":931,"caption":"View from back above shoulder on the laptop with diverse employees, coworkers on the screen, video call, online meeting. App for video conference with many people together"},{"@type":"BreadcrumbList","@id":"https:\/\/xla.tv\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/xla.tv\/"},{"@type":"ListItem","position":2,"name":"Create Better Customer and Employee Experiences With Experience Level Agreements"}]},{"@type":"WebSite","@id":"https:\/\/xla.tv\/#website","url":"https:\/\/xla.tv\/","name":"XLA.TV","description":"Art and Science of Human Experience","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/xla.tv\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-GB"},{"@type":"Person","@id":"https:\/\/xla.tv\/#\/schema\/person\/ed8b10709400aa378166143b6eaf8a42","name":"Emily Hernandez","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/xla.tv\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/1e35198d277e26e7aff243e905dabede?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/1e35198d277e26e7aff243e905dabede?s=96&d=mm&r=g","caption":"Emily Hernandez"}}]}},"builder_content":"<img decoding=\"async\" loading=\"lazy\" width=\"640\" height=\"480\" src=\"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/9dcccf1adc1440a3a398cb98f2b89181.ashx_.jpeg\" title=\"9dcccf1adc1440a3a398cb98f2b89181.ashx\" alt=\"9dcccf1adc1440a3a398cb98f2b89181.ashx\" srcset=\"https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/9dcccf1adc1440a3a398cb98f2b89181.ashx_.jpeg 640w, https:\/\/xla.tv\/wp-content\/uploads\/2021\/10\/9dcccf1adc1440a3a398cb98f2b89181.ashx_-300x225.jpeg 300w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\n<p>\u00a0<\/p> <p>\u201cExperience-level agreements, or XLAs, have the unique ability to tie software and platform metrics to end user satisfaction, rather than the more familiar service-level agreement, or SLA. For those unfamiliar with the term, an XLA is an agreement between a customer and a service provider that uses the quality of employee experience with the provider\u2019s services as its basis.<\/p> <p>In order to understand some of the benefits of an XLA, it is helpful to review how SLAs are typically structured, and where their shortcomings can impact the customer experience. SLAs traditionally deal with availability (uptime of a service), capacity (how many concurrent sessions or users), and reliability (how frequently there are issues with connectivity, and how quickly technical support is made available), though an agreement may have many other components.\"<\/p> <p>Read More at: <a href=\"https:\/\/www.cmswire.com\/digital-experience\/create-better-customer-and-employee-experiences-with-experience-level-agreements\/?utm_source=cmswire.com&amp;utm_medium=email&amp;utm_campaign=cm&amp;utm_content=nl-weekly-211024&amp;mkt_tok=NzA2LVlJQS0yNjEAAAGAUYU83dO_yZXWIbnT6pzay7ZB20NXlFrbwW5RV33CQ2CGEw434-vR1tioWWE010UvYai8ZpkquXLZPxBTOfUTdW-9lHgCjvUjAqXk4IwWbIq8HU8A\">cmswire.com.<\/a><\/p> <p>\u00a0<\/p>","_links":{"self":[{"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/posts\/1250"}],"collection":[{"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/comments?post=1250"}],"version-history":[{"count":3,"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/posts\/1250\/revisions"}],"predecessor-version":[{"id":1254,"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/posts\/1250\/revisions\/1254"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/media\/1247"}],"wp:attachment":[{"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/media?parent=1250"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/categories?post=1250"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/xla.tv\/wp-json\/wp\/v2\/tags?post=1250"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}