HSN
HSN Increases Customer Care Center Efficiency
OpenText Qfiniti and OpenText Explore help leading multi-channel retailer deliver a better customer experience
We wanted to have a consistent experience at every touch point, and that’s where Qfiniti has been able to help us with that focus.
Challenge
- Deliver an elevated experience that drives satisfaction, inspires loyalty, while supporting and celebrating the joy of shopping!
- Support a large work-at-home team
- Gain improved Voice of the Customer insight
Product(s)
Value
- Improved interaction consistency across phone, email, and chat channels
- Allows HSN to provide management, employees and their vendors feedback directly from insights found in customer interactions
- Increased agent engagement through optimized evaluation process
- Enhanced understanding of customer behaviors, expectations, and opinions with automated post-interaction email or IVR surveys that are linked directly to call recordings and quality evaluations
About HSN
HSN, Inc. is an interactive multichannel retailer with strong direct-to-consumer expertise among its two operating segments, HSN and Cornerstone. Its vision is to lead the future of Boundaryless Retail™ and its mission is to deliver the joy and excitement of new discoveries everyday. For more information, visit: www.hsn.com