Metrics in the Mix at Figi’s

Other flexible-scheduling tactics include what she calls CYWFM, or “Can You Work For Me?” forms. Agents can post their assigned hours if unable to work them.

Lists of agents who are on-call if additional projects or heavy call volume comes in are created across all customer-service areas. Seasonal staffers also are trained to handle customer correspondence via mail and e-mail, and to do returns processing.