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.

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?

Read more ...

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.

Read more ...

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). 

Read more ...

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.

Read more ...

5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them

Charles Watson Operations Strategy Oct 24, 2018 11 min read

 

We’re heading into the holidays! For the lucky people not managing contact centers, that’s a blissful statement. In the US, we’re gearing up for Halloween, Thanksgiving and Christmas.  And globally, we’re all getting ready for some holiday shopping! This is amongst the busiest time of the year, especially for the customer service industry. The question that many contact center managers and planners ask themselves now is: "How do I maintain service level successfully?"

Read more ...
1 2 3 4 5 ··· 8