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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Improve Your Service Level with These 10 WFM Technology Features
WFM Strategy

Improve Your Service Level with These 10 WFM Technology Features

Charles Watson 5 min read
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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 7 min read
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Schedule Efficiency: How to Measure Success in Your Contact Center
Scheduling

Schedule Efficiency: How to Measure Success in Your Contact Center

Charles Watson 7 min read
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Call center planning for success
WFM Strategy

Call center planning for success

Charles Watson 6 min read
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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 7 min read
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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 4 min read
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How to optimize scheduling in your call center
Scheduling

How to optimize scheduling in your call center

Charles Watson 5 min read
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This Is What Successful Call Center Forecasters Do
Forecasting

This Is What Successful Call Center Forecasters Do

Charles Watson 4 min read
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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 4 min read
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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 4 min read
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How to successfully schedule agent vacations in a call center
WFM Strategy

How to successfully schedule agent vacations in a call center

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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