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 successfully manage Service Level in a B2B contact center
WFM Strategy

How to successfully manage Service Level in a B2B contact center

Charles Watson 5 min read
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Setting up a New Contact Center the Right Way
Operations Management

Setting up a New Contact Center the Right Way

Charles Watson 4 min read
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How to create a Call Center Forecast accuracy metric that works
Forecasting

How to create a Call Center Forecast accuracy metric that works

Charles Watson 4 min read
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Why is contact center change management important and how to do it
Operations Management

Why is contact center change management important and how to do it

Charles Watson 4 min read
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How to Successfully achieve Flexibility in your Contact Center
Operations Management

How to Successfully achieve Flexibility in your Contact Center

Charles Watson 5 min read
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Develop a strong WFM team from within operations
WFM Strategy

Develop a strong WFM team from within operations

Charles Watson 4 min read
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The Secret to Call Center Budgeting
Operations Management

The Secret to Call Center Budgeting

Charles Watson 5 min read
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How Call Center data helps you improve operations
Operations Management

How Call Center data helps you improve operations

Charles Watson 4 min read
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Building a strong relationship between WFM and Operations
WFM Strategy

Building a strong relationship between WFM and Operations

Charles Watson 4 min read
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Three Top Tips to Improve your Real-Time Adherence Battle Plan
Intraday Management

Three Top Tips to Improve your Real-Time Adherence Battle Plan

Charles Watson 4 min read
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Your call center forecast is probably missing this critical factor
Forecasting

Your call center forecast is probably missing this critical factor

Charles Watson 4 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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