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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 Employee Engagement Operations Management Forecasting Scheduling Intraday Management Spreadsheet Planning
    Planning for peak season: proven solutions to painful problems
    Operations Management

    Planning for peak season: proven solutions to painful problems

    Charles Watson 10 min read
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    How to set the right service level goal in your call center
    WFM Strategy

    How to set the right service level goal in your call center

    Charles Watson 4 min read
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    How to Reduce AHT and Maintain Customer Satisfaction
    Forecasting

    How to Reduce AHT and Maintain Customer Satisfaction

    Charles Watson 3 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 8 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
    Operations Management

    Occupancy in Contact Centers: Definition, Impact, & Management

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

    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 6 min read
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