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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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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Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes
Operations Strategy

Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes

Charles Watson 6 min read
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5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them
Operations Strategy

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

Charles Watson 9 min read
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How to Take Advantage of Artificial Intelligence in Your Contact Center
Workforce Management

How to Take Advantage of Artificial Intelligence in Your Contact Center

Charles Watson 8 min read
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Contact Center Forecasting Fundamentals #3: Closing the Staffing Gap
Forecasting

Contact Center Forecasting Fundamentals #3: Closing the Staffing Gap

Charles Watson 10 min read
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Contact Center Forecasting Fundamentals #2: How to Master Workforce Forecasting
Forecasting

Contact Center Forecasting Fundamentals #2: How to Master Workforce Forecasting

Charles Watson 10 min read
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Contact Center Forecasting Fundamentals #1: How to Forecast Workload
Forecasting

Contact Center Forecasting Fundamentals #1: How to Forecast Workload

Charles Watson 12 min read
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How to Boost Employee Engagement in Your Contact Center with 2 Simple WFM Tactics
Employee Engagement

How to Boost Employee Engagement in Your Contact Center with 2 Simple WFM Tactics

Charles Watson 6 min read
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How to Set up a Workforce Management Strategy (for a World-Class Contact Center)
Workforce Management

How to Set up a Workforce Management Strategy (for a World-Class Contact Center)

Charles Watson 6 min read
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5 Myths About Contact Center Forecasting You Shouldn’t Fall for
Workforce Management

5 Myths About Contact Center Forecasting You Shouldn’t Fall for

Charles Watson 4 min read
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Do you have the right service level goal in your contact center?
Workforce Management

Do you have the right service level goal in your contact center?

Charles Watson 5 min read
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Contact Center Forecasting Fundamentals #1: How to Forecast Workload
Contact Center Forecasting Fundamentals #1: How to Forecast Workload
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
How to Set up a Service Level Agreement (SLA) for Your Contact Center
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10 expert tips for a successful Workforce Management job interview
10 expert tips for a successful Workforce Management job interview
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Schedule Efficiency: Ways to Measure Success in Your Call Center
Schedule Efficiency: Ways to Measure Success in Your Call Center
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