Enabling Holiday-Ready CX for a Heritage Apparel Retailer
A well-established U.S.-based apparel retailer partnered with Fusion CX to strengthen customer support performance during intense holiday demand spikes. With inbound voice as the primary channel for order entry, catalog inquiries, and post-purchase support, the brand needed a surge-ready operating model that could ramp quickly—without compromising service quality or customer trust.
Fusion CX deployed a structured seasonal scaling framework, combining accelerated hiring, standardized call handling, and strong QA oversight to ensure consistent performance during Thanksgiving and Christmas peaks. Based on successful peak execution, the engagement expanded into a more cost-efficient steady-state model—enabling the retailer to reduce reliance on higher-cost onshore staffing while maintaining SLA outcomes.
Inside this case study, check out:
- How Fusion CX ramped seasonal capacity within an 8–10 week holiday window
- The operating model that protected service consistency during peak sales periods
- How strong peak performance enabled a transition toward a 100-FTE steady-state support model
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