Surge-Ready CX for a
Global Luxury
Beauty Brand
Global Luxury
Beauty Brand
A global luxury beauty brand needed a CX partner to protect a high-touch experience while flexing for launch surges and campaign spikes. Fluctuating volumes, rapid ramp-ups/downs, and a move to a hybrid in-house model made agility and training speed critical.
Fusion CX stood up a surge-ready, cross-trained team; accelerated recruiting and modular, brand-voice training; and proactive transition support. Over four years we scaled from a 30-FTE base through multiple ramps, kept chat/email quality high, held <5% abandonment during peaks, and executed knowledge transfer with zero disruption.
Inside this case study, discover:
- How we scaled launch support without sacrificing luxury CX
- Our fast-track staffing and training model
- How our phased transition protected SLAs
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