Overland Park, KS (PRWEB) (December 7, 2011) — WorkSpace Communications™, a leading cloud provider of Unified Communications solutions, today bolstered its WorkSpace Contact Center Solutions suite of services with at-home agent support, and Customer Experience Measurement powered by Mindshare Technologies.
With these enhanced services, WorkSpace Contact Center Solutions offers clients the cost and productivity advantages of its virtual call center environment – combined with high-quality, experienced sales and service agents who work from their homes while interacting with customers.
“As in many industries, often the best workers or agents want the flexibility and freedom of being able to work out of their homes,” said Bryan DiGiorgio, CEO of WorkSpace Communications. “Fortunately we have the people and technology to unlock the value of the ’virtual call center environment,’ where we can equip our highly-skilled agents from anywhere in the world with the tools and technology to interact easily and seamlessly with customers 24/7. Using an at-home staffing model eliminates brick and mortar overhead, which results in cost savings for our clients.”
“The WorkSpace management team is made up of former client side executives, so we understand the importance of delivering high quality interactions every time,” he added. “With a diverse, global geography to draw on, we are not dependent on any single geographic labor market, and can be selective to make sure our agents are the best in the industry. We then provide them with the technology to easily do their jobs. Each of our agents is dedicated to specific client programs and is trained to our clients’ exacting specifications.”
WorkSpace Contact Center Solutions’ new, leading-edge customer satisfaction measurement capability, powered by Mindshare Technologies, enables the company to utilize technology that not only measures satisfaction with the agent/customer interaction, but can actually determine customer satisfaction with the product itself. Through surveys and other customer interaction tools, WorkSpace offers its clients definitive feedback directly from customers on their experience, as well as on products, service and overall company impressions.
“Delivering a positive experience while clearly articulating a value proposition and benefits to customers is of the utmost importance to our clients,” said Mike Tripp, president of Workspace Communications. “Our partnership with Mindshare enables us to give our customers a very accurate picture of the quality of job we’re doing and their customers’ overall experience.”
The at-home agent support and Customer Experience Measurement offerings complement WorkSpace Contact Center Solutions’ existing portfolio of services which includes consultative expertise and analyses, centralized operational governance, best-practice processes in call center staffing, call reporting and forecasting, and technology to enable clients to offer a consistent, positive experience to their customers, and ultimately improve profitability.