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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Charles Watson

Annette Franz Brad Cleveland Carolyn Blunt Cayley Muir Charles Watson Chris Dealy Chris Rainsforth Craig Hunter Danielle Champion Darren Deehan Dean Couchman Dhruv Mehta Graeme Gabriel Ikechukwu Nnabeze injixo Jenny Dempsey John Bhairoo John Casey Joshua Heffner Juliet Rizek Lara Klinkenberg Maggie Klenke Manus Savage Marén Römisch Michael Lambarena Mike Aoki Ole Klinge Peter Massey Scott Zaleski Shane Corey Twan de Leijer Will Boswell

Improve Your Service Level with These 10 WFM Technology Features

WFM Strategy

Improve Your Service Level with These 10 WFM Technology Features

Charles Watson Jan 09, 2018 5 min read

Why you should never manage a contact center without WFM software

WFM Strategy

Why you should never manage a contact center without WFM software

Charles Watson Dec 13, 2017 7 min read

Schedule Efficiency: How to Measure Success in Your Contact Center

Scheduling

Schedule Efficiency: How to Measure Success in Your Contact Center

Charles Watson Nov 15, 2017 7 min read

Call center planning for success

WFM Strategy

Call center planning for success

Charles Watson Oct 31, 2017 6 min read

How to create a successful WFM strategy in your contact center

WFM Strategy

How to create a successful WFM strategy in your contact center

Charles Watson Oct 18, 2017 7 min read

Take your WFM to the next level

Join us for a free personal demo and see for yourself the benefits of injixo’s WFM solution. No obligations, no hard-sell

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The Best Tips to get Real Time Management Right in your Call Center

WFM Strategy

The Best Tips to get Real Time Management Right in your Call Center

Charles Watson Aug 22, 2017 4 min read

How to optimize scheduling in your call center

Scheduling

How to optimize scheduling in your call center

Charles Watson Aug 09, 2017 5 min read

This Is What Successful Call Center Forecasters Do

Forecasting

This Is What Successful Call Center Forecasters Do

Charles Watson Jul 25, 2017 4 min read

Self-Managed Teams in the Contact Center & How WFM Can Support Them

WFM Strategy

Self-Managed Teams in the Contact Center & How WFM Can Support Them

Charles Watson Jul 12, 2017 4 min read

Why WFM Software is Essential for the Success of Your Contact Center

WFM Strategy

Why WFM Software is Essential for the Success of Your Contact Center

Charles Watson Jun 29, 2017 4 min read

How to successfully schedule agent vacations in a call center

WFM Strategy

How to successfully schedule agent vacations in a call center

Charles Watson May 09, 2017 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

How to Apply Erlang C in Call Center Planning with Excel

How to Apply Erlang C in Call Center Planning with Excel

How to Include Shrinkage in Your Planning Process

How to Include Shrinkage in Your Planning Process

Occupancy in Contact Centers: Definition, Impact, & Management

Occupancy in Contact Centers: Definition, Impact, & Management