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.
Nail Your Service Level by Manipulating Supply and Demand
Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes
5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them
How to Take Advantage of Artificial Intelligence in Your Contact Center
Contact Center Forecasting Fundamentals #3: Closing the Staffing Gap
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