Sustaining CX Excellence for a Sporting Goods Retailer
A U.S.-based sporting goods retailer partnered with Fusion CX to maintain high-quality customer support through chat and email, despite consistently low contact volumes. With limited scale and minimal volume fluctuations, the brand needed a lean CX model that preserved service consistency, engagement, and readiness without overresourcing.
Fusion CX designed a right-sized support framework focused on agility and quality. A small, cross-trained team handled inquiries with brand-aligned precision, supported by flexible scheduling, selective hiring, and targeted refresher training. During idle periods, agents participated in cross-training and development initiatives to sustain morale and skill proficiency—ensuring readiness for promotional surges and seasonal peaks.
Inside this case study, discover:
- How Fusion CX sustained quality in a low-volume retail support environment
- Our approach to flexible staffing and lean scheduling
- How selective hiring and microlearning protected consistency
- The engagement model that kept agents motivated and performance-ready
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