Case Study: Global Athletic Apparel Company achieves 86% holiday service levels and improved CX with Liveops' VirtualFlex

Improving CX with a Flexible Workforce for a Global Athletic Apparel Company

A Fortune 100 athletic apparel company struggled to meet brand expectations for customer experience when its traditional brick-and-mortar contact centers couldn’t scale for holiday spikes, the COVID-19 pandemic, the Great Resignation, and other unpredictable demand. Service levels, hold times and quality suffered, threatening the brand’s reputation despite strong retail performance.

Liveops deployed its VirtualFlex platform, distance-learning certifications, gamification and an agent-engagement program to recruit, train and scale a distributed workforce quickly. Results included holiday service levels rising from 52% to 86%, average speed-to-answer improving from 45s to 28s, the ability to handle intraday spikes up to 300% of forecast, CSAT gains of 4–10% monthly year-over-year (8% Y/Y overall and 23% since launch), and an expanded client relationship.