• December 7, 2011

WorkSpace Bolsters Contact Center Portfolio with Live Agent Support and Customer Satisfaction Measurement

WorkSpace Communications, a 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.

"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."

WorkSpace Contact Center Solutions' new customer satisfaction measurement capability, powered by Mindshare Technologies, enables the company to use 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 call center technologies.

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