Agile CX for a Premium
Footwear Brand
Agile CX for a Premium
Footwear Brand
Footwear Brand
A renowned U.S. footwear and accessories brand, known for its blend of style and innovation, needed a CX partner to deliver premium chat and email support in a low-volume, high-expectation environment. Unpredictable workloads, fluctuating demand, and talent retention risks made consistent service a challenge.
Fusion CX implemented a flexible, people-first model—combining dynamic operations planning, smart scheduling, targeted hiring, and proactive engagement—to ensure uninterrupted, high-quality customer experiences year-round.
Inside this case study, discover:
- The challenges of low-volume, high-standards CX
- Our agile, retention-focused workforce approach
- How flexibility and quality sustained a premium brand experience
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