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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How to Successfully achieve Flexibility in your Contact Center

Operations Management

How to Successfully achieve Flexibility in your Contact Center

Charles Watson Jan 27, 2017 4 min read

The Secret to Call Center Budgeting

Operations Management

The Secret to Call Center Budgeting

Charles Watson Nov 22, 2016 4 min read

How Call Center data helps you improve operations

Operations Management

How Call Center data helps you improve operations

Charles Watson Oct 26, 2016 4 min read

Building a strong relationship between WFM and Operations

WFM Strategy

Building a strong relationship between WFM and Operations

Charles Watson Oct 12, 2016 4 min read

Three Top Tips to Improve your Real-Time Adherence Battle Plan

Intraday Management

Three Top Tips to Improve your Real-Time Adherence Battle Plan

Charles Watson Aug 16, 2016 3 min read

Your call center forecast is probably missing this critical factor

Forecasting

Your call center forecast is probably missing this critical factor

Charles Watson Jul 28, 2016 4 min read

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

Employee Engagement

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

Charles Watson May 10, 2016 4 min read

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Most popular

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

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

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Call Center Forecasting Methods Part 1: How to Forecast Workload

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