HSN Enhances Employee Engagement with NICE Performance Management
08 Mars 2017 - 1:00PM
Business Wire
NICE’s Performance Management Gamification
module boosts engagement of home-based agents by promoting HSN’s
culture of fun, common goals, real-time performance insights and
constant feedback
NICE (Nasdaq:NICE) today announced that HSN is
successfully using NICE Performance Management with
Gamification.
HSN is a leading entertainment and lifestyle retailer reaching
approximately 94 million households with most of its 1,700 sales
and service agents working from home. With such a widely dispersed
workforce, HSN had limited options to rally and encourage employees
using the conventional tactics that build healthy competitive
spirit and camaraderie in group settings.
In order to boost employee engagement, HSN implemented NICE
Performance Management with its gamification module. Gamification
is now part of HSN's agent culture from the first day on the job
and throughout the agent’s tenure. In order to streamline the
onboarding process for new employees, HSN has created a virtual
passport, which introduces the gamification concept with
easily-attained goals such as a first upsell, before introducing
more challenging targets.
Using insights provided by detailed tracking and reporting of
all agents, HSN enables agents to earn badges of increasing
difficulty, from achievements possible the first day on the job
through awards for sustained year-long excellence. Enhanced
insights have also allowed HSN to roll out a balanced score rating
for each agent, with consistent, team- and role-based goals. This
gives agents an at-a-glance understanding of how they are
performing, and what tangible changes are needed to move them up
into an “exceeds expectations” ranking.
Julia Schmitz, Manager of Customer Care Operations,
HSN:“We are very committed to employee engagement and
gamification, through NICE Performance Management, which fits
perfectly into the ideas we want to reinforce with our agents.
Gamification has made it easier for us to communicate our company
values and engage with all of our agents, even those who are
sitting at home in their pajamas.”
Yaron Hertz, President, NICE Americas:“NICE Performance
Management gives HSN the tools it needs to reinforce a coaching
culture dedicated to helping agents improve rapidly, and adapt
quickly to changing requirements. Real-time performance insights
and constant feedback have successfully engaged HSN’s far-flung
agent workforce with common, transparent gamification-backed
goals.”
About HSNHSN is a leading interactive multichannel
retailer offering a curated assortment of exclusive products and
top brand names to its customers. HSN incorporates entertainment,
inspiration, personalities and industry experts to provide an
entirely unique shopping experience in 95 million homes (24 hours a
day, seven days a week, live 364 days a year). HSN.com offers a
differentiated digital experience by leveraging content, community
and commerce. In addition to its existing media platforms, HSN is
the industry leader in transactional innovation, including services
such as HSN Shop by Remote®, the only service of its kind in the
U.S., the HSN Shopping App for mobile handheld devices and HSN on
Demand®.
About NICENICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Hertz, are based on the
current beliefs, expectations and assumptions of the management of
NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: http://www.businesswire.com/news/home/20170308005566/en/
NICECorporate Media ContactErik Snider, +1 551 256
5274erik.snider@nice.comorInvestorsMarty Cohen, +1 551 256
5354ir@nice.com, ETorYisca Erez, +972 9 775 3798ir@nice.com,
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