Charles Heunemann - Contributing Author on CX Central

July 24, 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.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.
Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

How to Make Remote Work Engaging and Fun for Everyone

January 28, 2021 Last Updated: October 15, 2021
5 Barriers to a Contact Centre Team Leaders Success

March 8, 2019 Last Updated: October 7, 2021
The 5 traits of emerging leaders

January 30, 2015 Last Updated: July 15, 2020

Instant Employee Rewards

April 18, 2018 Last Updated: March 12, 2020
Six best practice ideas for motivating call centre agents

April 4, 2018 Last Updated: December 30, 2019
How to Manage Remote Employees for Success

November 6, 2019 Last Updated: May 27, 2020