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 <a href="https://www.linkedin.com/in/charlesawatson">LinkedIn</a>
Forecasting, WFM Operations
Contact center forecasting fundamentals part 1: How to forecast workload
Charles Watson
Jan 31, 2025
14 min. read
Intraday Management, WFM Operations
How to master adherence and conformance in your call center
Charles Watson
Oct 13, 2023
5 min. read
Workforce Management, WFM Fundamentals
The best way to use Excel for workforce planning
Charles Watson
Aug 14, 2023
4 min. read
Scheduling, WFM Operations
The art of call center scheduling: a balancing Act
Charles Watson
Jul 19, 2023
6 min. read
Scheduling, WFM Operations
How to successfully manage agent vacations in a call center
Charles Watson
Jun 19, 2023
5 min. read
Intraday Management, WFM Operations
Think real-time management and intraday management are the same thing? Think again
Charles Watson
Jun 13, 2023
5 min. read
WFM Strategy, Workforce Management
"Channeling" the best channel strategy for your contact center
Charles Watson
Mar 8, 2023
5 min. read
WFM Strategy, Workforce Management
Call center planner careers, succession plans & recruitment
Charles Watson
Mar 3, 2023
4 min. read
Employee Engagement, Workforce Management
The flexibility your agents really need and how to plan for it
Charles Watson
Feb 20, 2023
5 min. read
