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.
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.