Crafting Holiday-Ready Customer Care for a Home Décor Retailer
A specialty home décor retailer needed a CX partner that could balance year-round efficiency with rapid scalability during peak holiday periods. The brand faced unpredictable volume spikes, heightened seasonal expectations, and agent engagement challenges during low-demand months.
Fusion CX built a lean, surge-capable operating model designed for agility and brand alignment. A cross-trained core team provided consistent coverage, while a proven surge plan and seasonal hiring strategy enabled rapid ramp-ups for major retail events. With refresher training, microlearning, and cross-program flexibility, Fusion CX ensured empathetic, brand-aligned customer care across every season.
Inside this case study, discover:
- How Fusion CX balanced lean operations with surge readiness
- Our proactive approach to holiday preparation and microlearning
- How cross-program flexibility kept agents engaged year-round
- The results of a right-sized support model built for retail seasonality
THE FUSION CX-FACTOR
40 Locations in
15 Countries
40+ Language
Support
7000+
Skilled Agents
GET IN TOUCH
Kindly fill-out the following form and we will get back to you.
