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.
WFM Strategy
Improve Your Service Level with These 10 WFM Technology Features
Charles Watson
5
min read
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WFM Strategy
Why you should never manage a contact center without WFM software
Charles Watson
6
min read
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Scheduling
Schedule Efficiency: How to Measure Success in Your Contact Center
Charles Watson
6
min read
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WFM Strategy
How to create a successful WFM strategy in your contact center
Charles Watson
6
min read
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Intraday Management
The Best Tips to get Real Time Management Right in your Call Center
Charles Watson
3
min read
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Forecasting
This Is What Successful Call Center Forecasters Do
Charles Watson
4
min read
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Employee Engagement
Self-Managed Teams in the Contact Center & How WFM Can Support Them
Charles Watson
4
min read
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WFM Strategy
Why WFM Software is Essential for the Success of Your Contact Center
Charles Watson
4
min read
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Scheduling
How to successfully schedule agent vacations in a call center
Charles Watson
4
min read
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