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.

5 mistakes that might cost your contact center forecast accuracy

Charles Watson Workforce Management Feb 07, 2018 14 min read

First of all, why does Contact Center Forecast Accuracy matter?  In my experience, the most important outcome from a forecast is the headcount or FTE (Full Time Equivalents) that you need.  Every other sub-forecast (contacts, handle time, shrinkage) are all critical to contributing to the headcount forecast.  

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10 reasons why using WFM technology improves your service level

Charles Watson Workforce Management Jan 09, 2018 10 min read

Achieving service levels consistently is critical to ensuring your customers can get through to your business.  Their first impression is how long they have to wait to get through. This challenge can be incredibly difficult, and virtually impossible without the right technology supporting you.  So how can a Workforce Management (WFM) tool help you achieve your service level?  

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Why you should never manage a contact center without WFM software

Charles Watson Workforce Management Dec 13, 2017 16 min read

Virtually every large company uses a workforce management system.  According to a recent survey on US contact center operations, 90% of large contact centers, actively use WFM software today.  Around 66% of those contact centers are actually satisfied with their solution whereas 24% are looking to upgrade or replace their WFM software.

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Call center scheduling: 2 simple methods to measure efficiency

Charles Watson Workforce Management Nov 15, 2017 14 min read

Call center scheduling can be one of the most complex jobs in workforce management (WFM).  Some organizations conduct annual or quarterly mandatory shift bids that are manual and intensive for the planner.  Other organizations see the function as more administrative – making scheduling adjustments, adding exceptions or segments to schedules, and processing requests.

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Call center planning for success

Charles Watson Workforce Management Oct 31, 2017 12 min read

One of the value-adding functions in Workforce Management (WFM) is our ability to provide a realistic cost of labor for the contact center.  Developing call center budgets can be extremely complex with a push and pull between what the senior leadership wants and what it really takes to run the business. 

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