Charles Heunemann - Contributing Author on CX Central

June 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.

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.
False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

4 Tips to developing effective Team Leaders

November 27, 2014 Last Updated: July 15, 2020
5 tips on how to retain high performers in your business

September 2, 2015 Last Updated: July 15, 2020
Tips for coaching call centre agents

January 29, 2015 Last Updated: July 15, 2020

How to improve employee retention

September 13, 2016 Last Updated: March 13, 2020
5 Tips to inspire your customer service team

July 19, 2016 Last Updated: December 16, 2023
4 Team Building Ideas for Call Centres

August 11, 2018 Last Updated: July 15, 2021