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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Forecasting
How to Include Call Center Shrinkage in Your Planning Process
Charles Watson
6 min read
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Intraday Management
Your Adherence Goal Might Harm Your Contact Center
Charles Watson
3 min read
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Operations Management
How to Set up a Service Level Agreement (SLA) for Your Call Center
Charles Watson
9 min read
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WFM Strategy
Nail Your Service Level by Manipulating Supply and Demand
Charles Watson
8 min read
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WFM Strategy
Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes
Charles Watson
5 min read
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Operations Management
How to Take Advantage of Artificial Intelligence in Your Contact Center
Charles Watson
9 min read
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Forecasting
Contact Center Forecasting Fundamentals Part 3: Closing the Staffing Gap
Charles Watson
12 min read
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Forecasting
Contact Center Forecasting Fundamentals Part 2: How to Master Workforce Forecasting
Charles Watson
10 min read
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Forecasting
Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Charles Watson
18 min read
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