Innovative Workforce Solutions, LLC.

10/25/2016

Check out my latest blog from a call center tour this morning as part of the ICMI conference.

http://charlesawatson.wordpress.com/2016/10/25/7-time-jd-power-certified/

I had the opportunity to tour Freeman Company’s Dallas site.  Freedom is a leading events planning company, focusing on providing unique experiences to their clients.   They have be…

08/02/2016

Check out my latest blog post on the importance of business intelligence in forecasting.

https://blog.injixo.com/workforce-management/your-call-center-forecast-is-probably-missing-this-critical-factor/

What do you think about when you forecast? For most people, it’s the data, more specifically it’s taking historical data, applying algorithms, then publishin...

05/22/2016

05/10/2016

Presenting a great case study with Workforce Insight about how we reduced expenses through improved planning tools and processes at Anaplan Hub 16.

04/07/2016

At the SWPP conference, we had a session where a panel rattled off 60 different ideas in 60 minutes. Attendees were furiously writing down all the good ones.. and resting their cramped hands during the bad ones :) Here are some I picked up that I wanted to share: For any analysis or variance reporting you do, always express the output in terms of FTE (Full Time Equivalent). [ 160 more words. ]

https://charlesawatson.wordpress.com/2016/04/07/workforce-management-tips-from-swpp

At the SWPP conference, we had a session where a panel rattled off 60 different ideas in 60 minutes.  Attendees were furiously writing down all the good ones.. and resting their cramped hands …

04/06/2016

One of the biggest challenges in a contact center is getting the organizational design right when it comes to workforce management. Get it wrong, and you're spending a lot of money for inefficient, unhappy employees... both in WFM and in the agents they support. When looking at the organizational design, it's imperative you first define what you want to accomplish with workforce management. [ 157 more words. ]

https://charlesawatson.wordpress.com/2016/04/05/workforce-management-organization-design

One of the biggest challenges in a contact center is getting the organizational design right when it comes to workforce management.   Get it wrong, and you’re spending a lot of mone…

04/05/2016

Today I co-presented with Mike Emsley from Workforce Insight at the SWPP conference. I'll have some video from that posted next week. We talked about the importance of collaboration with the business as you forecast. The data can only get you so far. The regression analysis must be complemented with business intelligence. Not only does that improve the quality of your forecast, but it also helps to give your internal customers a stake in the process. [ 113 more words. ]

https://charlesawatson.wordpress.com/2016/04/04/forecasting-collaboration-and-change-management

Today I co-presented with Mike Emsley from Workforce Insight at the SWPP conference.  I’ll have some video from that posted next week. We talked about the importance of collaboration wit…

04/04/2016

All ready for the SWPP conference this week. This is one of the best gatherings of workforce management talent and key vendors there is. I'll share some blogs during the conference to highlight some of the latest trends in workforce planning and optimization from the conference. If you want to know about a particular topic, comment on the blog or email me at [email protected]. Charles Watson Http:// innovativeworkforce.solutions

https://charlesawatson.wordpress.com/2016/04/03/nashville-time-for-swpp

All ready for the SWPP conference this week.  This is one of the best gatherings of workforce management talent and key vendors there is. I’ll share some blogs during the conference to h…

04/01/2016

Check out the new blog looking at the top 5 scheduling tips.

https://charlesawatson.wordpress.com/2016/04/01/top-5-tips-for-call-center-scheduling/

By: Charles Watson, Founder & CEO Innovative Workforce Solutions – Check back regularly for our updates in the “Top 5 tips for:” blog series as we explore the top 5 tips for various areas of wo…

03/30/2016

Check out our blog series. First post is about forecasting.

https://charlesawatson.wordpress.com/2016/03/29/top-5-tips-for-forecasting/

By: Charles Watson, Founder Innovative Workforce Solutions – Check back each week for our updates in the “Top 5 tips for:” blog series as we explore the top 5 tips for various areas of workfo…