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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Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes
WFM 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 Management

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
Operations 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 Part 3: Closing the Staffing Gap
Forecasting

Contact Center Forecasting Fundamentals Part 3: Closing the Staffing Gap

Charles Watson 13 min read
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Contact Center Forecasting Fundamentals Part 2: How to Master Workforce Forecasting
Forecasting

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

Charles Watson 11 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Forecasting

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Charles Watson 17 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)
WFM Strategy

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
Forecasting

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?
WFM Strategy

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

Charles Watson 5 min read
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5 Mistakes that Affect your Contact Center Forecast Accuracy
Forecasting

5 Mistakes that Affect your Contact Center Forecast Accuracy

Charles Watson 5 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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