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

Unlock Success: Master Adherence and Conformance in Your Call Center
Intraday Management

Unlock Success: Master Adherence and Conformance in Your Call Center

Charles Watson 5 min read
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The Best Way to Use Excel for Workforce Planning
Spreadsheet Planning

The Best Way to Use Excel for Workforce Planning

Charles Watson 6 min read
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The Art of Call Center Scheduling: a Balancing Act
Scheduling

The Art of Call Center Scheduling: a Balancing Act

Charles Watson 6 min read
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How to successfully manage agent vacations in a call center
Scheduling

How to successfully manage agent vacations in a call center

Charles Watson 5 min read
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Think real-time management and intraday management are the same thing? Think again.
Intraday Management

Think real-time management and intraday management are the same thing? Think again.

Charles Watson 6 min read
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Operations Management

"Channeling" the Best Channel Strategy for Your Contact Center

Charles Watson 6 min read
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Call center planner careers, succession plans & recruitment
WFM Strategy

Call center planner careers, succession plans & recruitment

Charles Watson 5 min read
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The flexibility your agents really need and how to plan for it
Employee Engagement

The flexibility your agents really need and how to plan for it

Charles Watson 4 min read
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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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Occupancy, utilization, productivity: what’s the difference?
Occupancy, utilization, productivity: what’s the difference?
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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The Best Way to Use Excel for Workforce Planning
The Best Way to Use Excel for Workforce Planning
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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