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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

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