WorkSpace Communications™ Bolsters Contact Center Solutions Portfolio with Live Agent

WorkSpace Communications™, adds to its WorkSpace Contact Center Solutions suite of services with at-home agent support, and Customer Experience Measurement powered by Mindshare Technologies.Overland Park, KS December 07, 2011

“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 innovation 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 research to interact easily and seamlessly with clients 24/7. Using an at-home staffing model eliminates brick and mortar overhead, which results in cost savings for our customers."

“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 at that time provide them with the research to easily do their jobs. Each of our agents is dedicated to specific client programs and is trained to our customers’ exacting specifications.”

WorkSpace Contact Center Solutions’ new, leading-edge customer satisfaction measurement capability, powered by Mindshare Technologies, enables the company to utilize research that not only measures satisfaction with the agent/customer interaction, however can in fact determine customer satisfaction with the product itself. Through surveys and other customer interaction tools, WorkSpace offers its customers definitive feedback directly from clients on their experience, as then as on products, service and overall company impressions.

“Delivering a positive experience while obviously articulating a value proposition and benefits to clients is of the utmost importance to our clients,” said Mike Tripp, president of Workspace Communications. “Our partnership with Mindshare enables us to give our clients a very accurate picture of the quality of job we’re doing and their clients’ overall experience.”

The at-home agent support

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 innovation to enable customers to offer a consistent, positive experience to their clients, and ultimately improve profitability.

Launch of new 3CLogic University facilitates business growth with certified Call … Full Story »Online Certification Tests from 3CLogic Enhance Quality Assessments for Contact Center Agents and Managers