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

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 3 min read
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How to optimize scheduling in your call center
Scheduling

How to optimize scheduling in your call center

Charles Watson 4 min read
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This Is What Successful Call Center Forecasters Do
Forecasting

This Is What Successful Call Center Forecasters Do

Charles Watson 4 min read
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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 3 min read
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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 4 min read
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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 4 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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Occupancy, utilization, productivity: what’s the difference?
Occupancy, utilization, productivity: what’s the difference?
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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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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