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

How to Boost Employee Engagement in Your Contact Center with 2 Simple WFM Tactics
Employee Engagement

How to Boost Employee Engagement in Your Contact Center with 2 Simple WFM Tactics

Charles Watson 6 min read
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How to Set up a Workforce Management Strategy (for a World-Class Contact Center)
WFM Strategy

How to Set up a Workforce Management Strategy (for a World-Class Contact Center)

Charles Watson 5 min read
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5 Myths About Contact Center Forecasting You Shouldn’t Fall for
Forecasting

5 Myths About Contact Center Forecasting You Shouldn’t Fall for

Charles Watson 4 min read
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5 Mistakes that Affect your Contact Center Forecast Accuracy
Forecasting

5 Mistakes that Affect your Contact Center Forecast Accuracy

Charles Watson 5 min read
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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 6 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 6 min read
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Call center planning for success
Forecasting

Call center planning for success

Charles Watson 5 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 6 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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Occupancy, utilization, productivity: what’s the difference?
Occupancy, utilization, productivity: what’s the difference?
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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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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