QVC Japan taps Verint to enhance quality assurance, customer experience

TV shopping firm QVC Japan is leveraging Verint Workforce Optimization in its in-country contact centers to drive operational improvements, as well as enhance the quality of calls and productivity of its customer service agents.

QVC is also using and benefitting from Verint Speech Analytics, which continues to play an important role in its focus on customer engagement.

Having used the Verint Workforce Optimization and Customer Analytics solutions for three years, QVC Japan is capturing, analyzing and acting on feedback from its customers to help ensure consistency in its service approach and deliver positive experiences.

“QVC Japan was the first operation in the QVC global network to implement Verint’s workforce optimization and analytics solutions, and based on our positive results, we have gained a lot of attention,” said Masukawa, customer experience manager at QVC Japan.

In particular, the combination of quality management and speech analytics helps us determine how best to maximize customer and other business insights coming into our operations and then apply them to new measures.”

The QVC quality team was the first to introduce workforce optimization and speech analytics to the organization. In doing so, the business has increased quality scores, while enhancing productivity across its teams. Upon experiencing these results, QVC Japan’s customer experience division implemented the Verint Speech Analytics solution.

By leveraging the data and valuable insights from the voices of its customers, the company says it is better able serve them, meet their expectations, and develop and launch compelling marketing initiatives and campaigns.