Charles Heunemann - Contributing Author on CX Central

December 22, 2024

February 5, 2019 Last Updated: February 14, 2020
Charles Heunemann

With changes to technology and customer expectations, there is no longer any excuses for businesses providing poor phone channel experiences.

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

The real truth about employee engagement

January 9, 2017 Last Updated: February 3, 2021
How to drive CX Values & Culture

February 27, 2019 Last Updated: July 28, 2020
3 Free Ways to Reward Your Call Centre Team

February 17, 2019 Last Updated: January 11, 2020