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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Reduce Agent Cost by Properly Managing Lost Time, Shrinkage & Idle Time
WFM Strategy

Reduce Agent Cost by Properly Managing Lost Time, Shrinkage & Idle Time

Charles Watson 4 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
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How to Include Shrinkage in Your Planning Process
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Occupancy in Contact Centers: Definition, Impact, & Management
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