Charles Heunemann - Contributing Author on CX Central

September 15, 2026

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.

The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.
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!

4 Tips to developing effective Team Leaders

November 27, 2014 Last Updated: July 15, 2020
Lessons learnt from my first leadership role

April 8, 2017 Last Updated: July 15, 2020
5 Barriers to a Contact Centre Team Leaders Success

March 8, 2019 Last Updated: October 7, 2021

How to improve performance with gamification in call centres

August 19, 2015 Last Updated: December 16, 2023
The real truth about employee engagement

January 9, 2017 Last Updated: February 3, 2021
3 Free Ways to Reward Your Call Centre Team

February 17, 2019 Last Updated: January 11, 2020