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    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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    WFM Strategy Operations Management Employee Engagement Forecasting Scheduling Intraday Management Spreadsheet Planning
    The Best Way to Use Excel for Workforce Planning
    Spreadsheet Planning

    The Best Way to Use Excel for Workforce Planning

    Charles Watson 5 min read
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    The Art of Call Center Scheduling: a Balancing Act
    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
    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.
    Intraday Management

    Think real-time management and intraday management are the same thing? Think again.

    Charles Watson 6 min read
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    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
    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
    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
    Intraday Management

    How the best contact centers approach real time management

    Charles Watson 7 min read
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    Peak season planning: proven solutions to painful problems
    Operations Management

    Peak season planning: proven solutions to painful problems

    Charles Watson 11 min read
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