Charles Watson

Posts by Charles Watson

Charles Watson has over 20 years of experience in Contact Center operations helping companies of all sizes optimize their workforce. Charles was Vice President Global WFM at American Express Global Business Travel among many other Fortune 500 companies he served for. He is an industry expert on Workforce Management. Follow him on LinkedIn.

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How the best contact centers approach real time management
Intraday Management

How the best contact centers approach real time management

Charles Watson 7 min read
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Peak season planning: proven solutions to painful problems
Operations Management

Peak season planning: proven solutions to painful problems

Charles Watson 11 min read
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How to set the right service level goal in your call center
WFM Strategy

How to set the right service level goal in your call center

Charles Watson 4 min read
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How to Reduce AHT and Maintain Customer Satisfaction
Forecasting

How to Reduce AHT and Maintain Customer Satisfaction

Charles Watson 3 min read
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How to Manage Shrinkage: Solutions for Advanced Planners
Employee Engagement

How to Manage Shrinkage: Solutions for Advanced Planners

Charles Watson 8 min read
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Cost Reduction in Contact Centers: Why WFM Tools Are Essential
Scheduling

Cost Reduction in Contact Centers: Why WFM Tools Are Essential

Charles Watson 6 min read
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Occupancy in Contact Centers: Definition, Impact, & Management
Operations Management

Occupancy in Contact Centers: Definition, Impact, & Management

Charles Watson 8 min read
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Planning for Asynchronous Chat in the Contact Center
Forecasting

Planning for Asynchronous Chat in the Contact Center

Charles Watson 7 min read
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Forecasting Social Media for Your Contact Center
Forecasting

Forecasting Social Media for Your Contact Center

Charles Watson 6 min read
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What to Consider When Forecasting for Live Chat in Your Contact Center
Forecasting

What to Consider When Forecasting for Live Chat in Your Contact Center

Charles Watson 6 min read
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How to Include Call Center Shrinkage in Your Planning Process
Forecasting

How to Include Call Center Shrinkage in Your Planning Process

Charles Watson 6 min read
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Call Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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How to Include Call Center Shrinkage in Your Planning Process
How to Include Call Center Shrinkage in Your Planning Process
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