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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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 Apr 19, 2018 6 min read

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 Apr 03, 2018 5 min read

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 Mar 21, 2018 4 min read

5 Mistakes that Affect your Contact Center Forecast Accuracy

Forecasting

5 Mistakes that Affect your Contact Center Forecast Accuracy

Charles Watson Feb 07, 2018 5 min read

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 6 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 6 min read

Call center planning for success

Forecasting

Call center planning for success

Charles Watson Oct 31, 2017 5 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 6 min read

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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

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The Best Way to Use Excel for Workforce Planning

The Best Way to Use Excel for Workforce Planning

Occupancy in Contact Centers: Definition, Impact, & Management

Occupancy in Contact Centers: Definition, Impact, & Management