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.

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How to Reduce AHT and Maintain Customer Satisfaction
Operations Management

How to Reduce AHT and Maintain Customer Satisfaction

Charles Watson 4 min read
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How to Manage Shrinkage: Solutions for Advanced Planners
Employee Engagement

How to Manage Shrinkage: Solutions for Advanced Planners

Charles Watson 9 min read
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Cost Reduction in Contact Centers: Why WFM Tools Are Essential
Scheduling

Cost Reduction in Contact Centers: Why WFM Tools Are Essential

Charles Watson 6 min read
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Occupancy in Contact Centers: Definition, Impact, & Management
WFM Strategy

Occupancy in Contact Centers: Definition, Impact, & Management

Charles Watson 8 min read
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Planning for Asynchronous Chat in the Contact Center
WFM Strategy

Planning for Asynchronous Chat in the Contact Center

Charles Watson 7 min read
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Forecasting Social Media for Your Contact Center
Forecasting

Forecasting Social Media for Your Contact Center

Charles Watson 6 min read
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What to Consider When Forecasting for Live Chat in Your Contact Center
Forecasting

What to Consider When Forecasting for Live Chat in Your Contact Center

Charles Watson 7 min read
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How to Include Shrinkage in Your Planning Process
Forecasting

How to Include Shrinkage in Your Planning Process

Charles Watson 6 min read
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Your Adherence Goal Might Harm Your Contact Center
Intraday Management

Your Adherence Goal Might Harm Your Contact Center

Charles Watson 4 min read
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
Operations Management

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

Charles Watson 9 min read
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Nail Your Service Level by Manipulating Supply and Demand
WFM Strategy

Nail Your Service Level by Manipulating Supply and Demand

Charles Watson 8 min read
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Most popular

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
Read more ...
How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
Read more ...