CIQ - Collective IQ®
Improve your helpdesk experience
The volume and complexity of incidents make the resolution time and cost of tickets higher.
Collective IQ® analyzes and prioritizes the most common resolutions and in just one click, improves Helpdesk efficiency and end-user experience.
Experience based solution
Establish proactive IT operations
Eliminate your user experience blind spots
How do you measure the level and quality of your employees' experience with technologies and work devices?
With digital transformation and remote work, poor IT user experience has a direct impact on customer satisfaction, employee productivity, and morale.
How digital barriers impact experiences
The satisfaction survey of resolved tickets may have excellent grades, however 70% of bad experience issues with technologies and devices are not reported to service desks.*
Equivalent to over $1.2M**Estimated $15/hour for a company with 1000 employees.
Establish an authoritative measurement of digital experience
Identify organizational technology adoption or usage trends
Combat digital friction caused by unreported performance issues
Proactively identify device performance trends
Improve IT Service desk experience by surfacing essential data to accelerate problem resolution
Assess and remove digital barriers to business outcomes in remote, local and hybrid work models
Energise User Engagement
Leverage IT Asset Management to Drive Satisfaction
My work is piling up because everything is so slow! I’ve got fast Internet and a great PC. Yet I’m waiting for stuff to complete and sometimes the system appears to freeze. I’m really frustrated and want a new job if this can’t be resolved quickly!
THE STUFF FREQUENTLY FAILS
My supervisor keeps scolding me for not getting my tasks done. The company provided me with computing tools, access to the network and database, applications to use, but stuff frequently fails and I can’t figure out why. I submitted a ticket to Helpdesk and they seem clueless as to what’s wrong. I’m going to lose my job if this continues!
WHERE DO I TURN FOR HELP
My job is interesting, exciting, and challenging. While I can figure out a lot of things, I am sometimes confused and need help. Where do I turn for help that is not the responsibility of Helpdesk or something that my boss should be handling?
I DO LOTS OF WEB CONFERENCING
I do lots of web conferencing. Sometimes I’m working remotely, but even in the office it is an often-used tool. My equipment and network are fine, yet I frequently experience garbled video and/or audio, and even dropped calls. It’s so very frustrating!
I’M A HELPDESK EMPLOYEE
I’m a Helpdesk employee struggling to quickly resolve problems that have no apparent fix. Correlating PC resources, WiFi characteristics, employee location, and more strains my ability to do a good job, let alone in a timely manner. This is hard and I don’t want to disappoint people or have them frustrated!
More than 50% of C-Levels will use DEX to prioritize and measure the success of digital initiatives in their companies by 2025. A significant increase from less than 5% pre-pandemic.
*Gartner – Innovation for the Digital Employee Experience – Dec2021
Want to know more about Almaden’s Products?