Charles Heunemann - Contributing Author on CX Central

May 18, 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.
What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

4 Tips to developing effective Team Leaders

November 27, 2014 Last Updated: July 15, 2020
5 powerful tips to improve your call centre coaching skills

May 10, 2017 Last Updated: July 22, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

3 Free Ways to Reward Your Call Centre Team

February 17, 2019 Last Updated: January 11, 2020
Workplace ideas for Halloween

October 22, 2017 Last Updated: October 11, 2023
Understanding the link between employee and customer engagement

February 8, 2016 Last Updated: December 27, 2019