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 Include Shrinkage in Your Planning Process

Charles Watson Scheduling Jun 13, 2019 8 min read

Shrinkage is one of the most important components for developing a staff plan in a contact center. Next to volume and handle time, it has the largest impact on your overall staffing requirements. However, you need to spend some time on this critical metric if you want to get it right. Here’s how.

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Your Adherence Goal Might Harm Your Contact Center

Charles Watson Intraday Management Mar 21, 2019 4 min read

Real time adherence is a critical part of managing a contact center. You have to ensure your agents are on the phones as scheduled. After all, your plan depends on it. But what adherence target is reasonable? How do you set a realistic adherence goal that agents can actually achieve?

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How to Set up a Service Level Agreement (SLA) for Your Contact Center

Charles Watson WFM Strategy Jan 29, 2019 12 min read

Does your contact center have a robust Service Level Agreement? If not, here is your chance to introduce one. Service Level Agreements are a tried and tested tool to improve alignment, productivity and service quality in contact centers.

In this blogpost you’ll learn how to set up a solid Service Level Agreement (SLA) that your contact center will truly benefit from.

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Nail Your Service Level by Manipulating Supply and Demand

Charles Watson WFM Strategy Dec 20, 2018 10 min read

In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand). 

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Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes

Charles Watson Operations Strategy Nov 28, 2018 7 min read

Busy times like the holiday season are a critical time of year for contact centers. One mistake can have devastating effects on service levels and ultimately on your customer experience. In this article you’ll learn which mistakes to avoid if you want to achieve your service level.

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