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.
Scheduling
How to successfully schedule agent vacations in a call center
Charles Watson
4
min read
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WFM Strategy
How to successfully manage Service Level in a B2B contact center
Charles Watson
4
min read
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Operations Management
Setting up a New Contact Center the Right Way
Charles Watson
4
min read
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Forecasting
How to create a Call Center Forecast accuracy metric that works
Charles Watson
4
min read
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Operations Management
Why is contact center change management important and how to do it
Charles Watson
4
min read
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Operations Management
How to Successfully achieve Flexibility in your Contact Center
Charles Watson
4
min read
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WFM Strategy
Develop a strong WFM team from within operations
Charles Watson
4
min read
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Operations Management
How Call Center data helps you improve operations
Charles Watson
4
min read
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WFM Strategy
Building a strong relationship between WFM and Operations
Charles Watson
4
min read
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Intraday Management
Three Top Tips to Improve your Real-Time Adherence Battle Plan
Charles Watson
4
min read
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