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.
Recently, we’ve seen a trend of organizations starting to shake up their organizational structure. As competition heats up for attracting and retaining top talent, businesses need to continue to evolve how they operate. This will of course also affect your workforce management (WFM) strategy...
Achieving service levels consistently is one of the most important deliverables for a contact center. Whether your center is focused on sales, customers service, or technical support, the ability of your customers to have reliable access is what keeps your business growing. Service levels are often measured monthly, but...
Scheduling is one of the most challenging functions in a contact center. Not only can it be technically challenging (depending on the type of workforce management technology you have), but there are a lot of opinions as to what makes schedules “correct”. The key is to get input from employees and customers and strike the balance appropriate for your business...
Forecasting is where it all starts. Everything that happens in a contact center related to service levels, occupancy, ASA, and abandon rates can be traced back to how accurate or actionable a forecast was. There are a lot of views on how to best measure forecasting accuracy.
A major trend in business is moving away from the traditional hierarchy-based structure. This is is what we’re all familiar with where you have a front-line employee report to a supervisor, who reports to a manager, and so-on up to CEO. These “command and control” configurations ensure compliance and make it easier to centralize, but often diminishes innovation and creativity...