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.
How to Reduce AHT and Maintain Customer Satisfaction
How to Manage Shrinkage: Solutions for Advanced Planners
Cost Reduction in Contact Centers: Why WFM Tools Are Essential
Occupancy in Contact Centers: Definition, Impact, & Management
Planning for Asynchronous Chat in the Contact Center
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