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.

How to Take Advantage of Artificial Intelligence in Your Contact Center

Charles Watson Workforce Management Sep 20, 2018 16 min read

Most companies are always on the lookout for the next ‘Game changer’ for their contact center.  When you talk to experts, you’ll hear a lot of buzzwords these days, such as ‘Omnichannel’, ‘Net Promoter Score (NPS)’, ‘Chatbots’, and ‘Artificial Intelligence (AI)’.  It can be challenging to sift through all of these terms to see what actually matters to you. 

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Contact Center Forecasting Fundamentals #3: Closing the Staffing Gap

Charles Watson Forecasting Aug 15, 2018 18 min read

Here we are again - with the last blog article of our Contact Center Forecasting Fundamentals series. As a refresher, part #1 focused on 'how to forecast workload' and part #2 dealt with 'how to master workforce forecasting'. So, now that you’ve forecasted your demand and the supply of agents, you’re ready to start incorporating best practices to closing the staffing gaps. In this final article of the series, we’ll cover techniques for efficiently aligning staff to demand both short and long term. We’ll also look at how to determine the best method to cover staffing needs for a few weeks or several months. To do this, we'll walk you through a simple scenario case step by step. 

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Contact Center Forecasting Fundamentals #2: How to Master Workforce Forecasting

Charles Watson Forecasting Jul 19, 2018 18 min read

In the first blog article of our Contact Center Forecasting Fundamentals series, we covered different methods to forecast workload. That is, in fact, the first step in the process. However, despite workload forecasting, it’s equally important to invest time in forecasting the workforce required to staff against the demand you’ve identified in the first step. Ultimately, the objective is to not determine the mere requirement, but to uncover the gap of actual vs requirement in staffing. The work you do in forecasting the workforce will then drive a more accurate picture of existing staffing gaps and helps you to cover each of them to increase efficiency in Workforce Management.

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Contact Center Forecasting Fundamentals #1: How to Forecast Workload

Charles Watson Forecasting May 29, 2018 16 min read

This article is the first part of an upcoming 3-part series on Contact Center Forecasting Fundamentals with everything you need to know to excel in workforce management. In fact, one of the biggest challenges in contact centers today is getting the forecasting and planning right. If you do that well, the rest is much easier.  Over the next 6 weeks, we’ll have a 3-part series to help you incorporate some of the best techniques in the industry to forecast and plan smarter. We hope these tips and tricks help turn you into a forecasting hero!

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How to boost employee engagement in your contact center with 2 simple tactics

Charles Watson Employee Engagement Apr 19, 2018 13 min read

In many of my writings so far, there’s been a lot of focus on how to make workforce management, or your business operate more effectively. In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents. I will also focus on some simple ways how workforce management can help drive motivation and employee engagement to sustainably benefit customer service and entire operations.

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