HOBOKEN, N.J.--(BUSINESS WIRE)--
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 HSN
HSN 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 NICE
NICE (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 Statements
This 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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