Case Study: HSN (Home Shopping Network) achieves improved customer care efficiency and satisfaction with OpenText Qfiniti and OpenText Explore

OpenText Qfiniti and OpenText Explore help leading multi-channel retailer deliver a better customer experience

HSN, the U.S. home shopping network, needed to ensure an elevated, consistent customer experience across phone, email, chat and social channels from its 400‑agent customer care center in St. Petersburg. With a focus on customer satisfaction, loyalty and more engaging conversations, HSN sought better visibility into agent performance and real‑time customer feedback to drive consistent service quality.

HSN deployed OpenText Qfiniti (Advise, Observe, Survey) together with OpenText Explore to record interactions, optimize evaluations, run automated post‑interaction surveys and surface Voice of the Customer analytics. The solution improved interaction consistency across channels, increased agent engagement through streamlined evaluations, delivered near‑real‑time customer insights tied to specific calls, and helped HSN identify trends (e.g., call length and behaviors) that boosted customer satisfaction and operational efficiency.

HSN

Ricardo Weld

Director, Performance Support Service