Elevated and consistent customer experience
Millions of people now prefer the convenience of home shopping and one company at the forefront of this boom industry is America’s HSN (Home Shopping Network). St. Petersburg, Florida is home to its corporate headquarters, studio and broadcasting facilities and customer care center.
Staffed by 400 representatives, the customer care center is key to HSN’s success as explained by director of performance support Ricardo Weld: “The communication channels that we use at HSN to engage with our customers are email, chat and social, which includes Facebook and Twitter, but the most popular way for customers to communicate with us is over the phone where they can interact directly with representatives.”
HSN’s well-known slogan ‘It’s fun here’ is supported by a determination to create the best possible shopping experience.
“Our customer care teams support this mission by focusing on delivering an elevated experience to our customers. We concentrate on customer satisfaction, inspiring loyalty and helping celebrate the joy of shopping,” added Amy Mclaughlin, manager of the learning and development department. “Our customer care center is critical to HSN’s success because our sales and service representatives are the ones that are having the conversations with our customers. They are the closest to understanding what their needs are and to meeting those needs. HSN needs to ensure a consistent customer experience at every touch point.”
HSN chose OpenText Qfiniti workforce optimization software to support its customer engagement mission. Built on industryleading call recording technology, Qfiniti delivers the advanced tools needed in today’s global, multi-site customer service centers. Offering a highly integrated, modular suite, Qfiniti includes tools for strategic planning, workforce management, call recording, coaching and e-learning, interaction analytics, surveying and more. Businesses can record calls for compliance management and selectively capture voice and desktop activity for quality assurance. Innovative built-in coaching, real-time assistance, evaluation, survey and training modules help ensure that the business delivers quality performance.
Qfiniti offers eight highly integrated products, each performing a specific and critical contact center management task or function. It can also be deployed with OpenText Explore advanced Voice of the Customer analytics to gain valuable insight from all customer interactions. The entire suite is engineered to operate seamlessly together, or the products can be deployed individually to solve the most urgent contact center management needs.