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 successfully manage Service Level in a B2B contact center
Setting up a New Contact Center the Right Way
How to create a Call Center Forecast accuracy metric that works
Why is contact center change management important and how to do it
How to Successfully achieve Flexibility in your Contact Center
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