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.

Why call centers need Workforce Management technology

Charles Watson Workforce Management Jun 29, 2017 8 min read

When I started in Workforce Management (WFM) in the late 90’s, I was equipped with excel and an erlang calculator. I felt pretty cool. I could determine the headcount requirement for every interval. I just needed to gather the handle time, volume and service level target. I worked for a small company that had no funding for a Workforce Management tool. Measurements in contact centers were still pretty basic at that point,...

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How to measure schedule efficiency in a call center

Charles Watson Workforce Management Jun 21, 2017 8 min read

How do you know you’ve developed the right schedules?  It seems pretty simple.  You take the forecast, create schedules, graph the schedules against the staff requirement.  If the lines look close, you’re done!

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Excel (is) For Dummies

Charles Watson Workforce Management Jun 12, 2017 7 min read

Excel is for Dummies. I heard someone use that phrase a few years back, and it stuck with me. I know a lot of really smart people who use Excel for just about everything. It’s an incredibly versatile tool. It gets used for everything from making a simple grocery list to displaying analysis, to doing complex calculations that forecast using complex algorithms...

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How to successfully schedule agent vacations in a call center

Charles Watson Workforce Management May 09, 2017 8 min read

One of the biggest impacts to the morale of your call center agents is the vacation planning process. There are a number of ways to do this. If you can imagine a method for allotting and scheduling vacation time, it’s probably being done somewhere. We’ll go through the methods a bit later on, but let me start out with why this is so critical.

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How to successfully manage Service Level in a B2B contact center

Charles Watson Workforce Management Apr 18, 2017 8 min read

One of my first roles in WFM was in a business to business (B2B) environment. My company partnered with several insurance companies to provide pharmacy benefit services. This means that if someone had an insurance carrier for their medical needs, they would contract with us to process and fill the prescriptions that their doctors wrote. We would enter into an agreement to provide customer service support through our contact centers. These agreements included “Performance Guarantees” to achieve certain levels of service level, quality and customer satisfaction. The complexity of managing the workforce in the center became exponentially more complex with this external accountability.

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