Case Study: HSN boosts remote-agent engagement and streamlines performance management with NICE Systems' Performance Management (Gamification)

HSN - Customer Case Study

HSN, the multi-channel retailer that reaches 94 million U.S. households, faced a people and performance challenge: most of its 1,700 customer care agents work from home, legacy performance tools required manual KPI assignments, onboarding was slow, and reward programs were inconsistent and losing impact. HSN needed a modern, engaging way to motivate remote agents, automate role- and team-based metrics, and integrate performance with workforce management.

HSN deployed NICE Performance Management with gamification, rolling out badge-based awards within three months, a virtual onboarding “passport,” automated org charts and KPI assignment, and real-time leaderboards. The result: consistent, measurable balanced scorecards and a coaching culture, reduced administrative overhead, broader agent engagement (including a quarterly “Premier League” for the top 5% and six agents recognized for year-long excellence), and faster, more transparent performance tracking across the remote workforce.

HSN

Julia Schmitz

Manager of Customer Care Operations