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.
Operations Management
"Channeling" the Best Channel Strategy for Your Contact Center
Charles Watson
6
min read
Read more ...
WFM Strategy
Call center planner careers, succession plans & recruitment
Charles Watson
5
min read
Read more ...
Employee Engagement
The flexibility your agents really need and how to plan for it
Charles Watson
4
min read
Read more ...
Intraday Management
How the best contact centers approach real time management
Charles Watson
7
min read
Read more ...
Operations Management
Peak season planning: proven solutions to painful problems
Charles Watson
11
min read
Read more ...
Take your WFM to the next level
Join us for a free personal demo and see for yourself the benefits of injixo’s WFM solution. No obligations, no hard-sell
See it in action!
WFM Strategy
How to set the right service level goal in your call center
Charles Watson
4
min read
Read more ...
Forecasting
How to Reduce AHT and Maintain Customer Satisfaction
Charles Watson
3
min read
Read more ...
Employee Engagement
How to Manage Shrinkage: Solutions for Advanced Planners
Charles Watson
8
min read
Read more ...
Scheduling
Cost Reduction in Contact Centers: Why WFM Tools Are Essential
Charles Watson
6
min read
Read more ...
Operations Management
Occupancy in Contact Centers: Definition, Impact, & Management
Charles Watson
8
min read
Read more ...
Forecasting
Planning for Asynchronous Chat in the Contact Center
Charles Watson
7
min read
Read more ...
