![Charles Watson](https://blog.injixo.com/hubfs/injixo%20Blog/authors/charles-watson.jpg)
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
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![Unlock Success: Master Adherence and Conformance in Your Call Center](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/uncategorised/Why-is-adherence-so-important.png)
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](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/uncategorised/Blog%20Evolution%20of%20Spreadsheet%20Planning.png)
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](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/uncategorised/The%20Art%20of%20Call%20Center%20Scheduling%20a%20Balancing%20Act.png)
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](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/en/2017-05-09/2017-05-09-how-to-successfully-schedule-agent-vacations-in-a-call-center.png)
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.](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/uncategorised/Blog-Real-time%20management%20and%20intraday%20management.png)
Intraday Management
Think real-time management and intraday management are the same thing? Think again.
Charles Watson
6 min read
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![](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/en/Channeling%20the%20Best%20Contact%20Strategy%20in%20Your%20Contact%20Center/Blog_Channeling%20the%20Best%20Contact%20Strategy%20in%20Your%20Contact%20Center.png)
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](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/en/2017-01-13/2017-01-13-develop-a-strong-wfm-team-from-within-operations.png)
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](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/en/The%20Flexibility%20your%20Agents%20really%20Need%20and%20How%20to%20Plan%20for%20it/Blog-The%20Flexibility%20your%20Agents%20really%20Need%20and%20How%20to%20Plan%20for%20it-1.png)
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](https://blog.injixo.com/hubfs/injixo-blog/posts%20images/en/How%20the%20Best%20Contact%20Centers%20Approach%20Real-Time%20Ma/How%20the%20Best%20Contact%20Centers%20Approach%20Real-Time%20Management-Blog-Hero.png)
Intraday Management
How the best contact centers approach real time management
Charles Watson
7 min read
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