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HSN Increases Customer Care Center Efficiency

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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.

Ricardo Weld, Director, Performance Support Service, HSN
Learn how HSN is using OpenText Qfiniti to provide a consistent experience at every touch point for their customer care center, creating a more engaging customer experience and improved satisfaction.

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