
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
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WFM Strategy
Call center planner careers, succession plans & recruitment
Charles Watson
5
min read
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Employee Engagement
The flexibility your agents really need and how to plan for it
Charles Watson
4
min read
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Intraday Management
How the best contact centers approach real time management
Charles Watson
7
min read
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Operations Management
Peak season planning: proven solutions to painful problems
Charles Watson
11
min read
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WFM Strategy
How to set the right service level goal in your call center
Charles Watson
4
min read
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Forecasting
How to Reduce AHT and Maintain Customer Satisfaction
Charles Watson
3
min read
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Employee Engagement
How to Manage Shrinkage: Solutions for Advanced Planners
Charles Watson
8
min read
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Scheduling
Cost Reduction in Contact Centers: Why WFM Tools Are Essential
Charles Watson
6
min read
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Operations Management
Occupancy in Contact Centers: Definition, Impact, & Management
Charles Watson
8
min read
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Forecasting
Planning for Asynchronous Chat in the Contact Center
Charles Watson
7
min read
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