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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The Best Tips to get Real Time Management Right in your Call Center

Intraday Management

The Best Tips to get Real Time Management Right in your Call Center

Charles Watson Aug 22, 2017 3 min read

How to optimize scheduling in your call center

Scheduling

How to optimize scheduling in your call center

Charles Watson Aug 09, 2017 4 min read

This Is What Successful Call Center Forecasters Do

Forecasting

This Is What Successful Call Center Forecasters Do

Charles Watson Jul 25, 2017 4 min read

Self-Managed Teams in the Contact Center & How WFM Can Support Them

Employee Engagement

Self-Managed Teams in the Contact Center & How WFM Can Support Them

Charles Watson Jul 12, 2017 3 min read

Why WFM Software is Essential for the Success of Your Contact Center

WFM Strategy

Why WFM Software is Essential for the Success of Your Contact Center

Charles Watson Jun 29, 2017 4 min read

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 Apr 18, 2017 4 min read

Setting up a New Contact Center the Right Way

Operations Management

Setting up a New Contact Center the Right Way

Charles Watson Mar 15, 2017 4 min read

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 Feb 27, 2017 4 min read

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 Feb 06, 2017 4 min read

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Occupancy, utilization, productivity: what’s the difference?

Occupancy, utilization, productivity: what’s the difference?

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