Charles Heunemann - Contributing Author on CX Central

September 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.

Best Practice Tips to Engage Call Centre Staff

September 19, 2016 Last Updated: June 21, 2021

We share 13 expert tips on how to engage call centre staff that involves more than just movie tickets and free fruit platters.
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?

Quick 5 step guide to how to provide feedback to employees

February 22, 2018 Last Updated: July 22, 2021
How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020
Using Emotion and Logic in Sales

March 3, 2021 Last Updated: May 31, 2025

How to create company values people will relate to

March 28, 2017 Last Updated: July 12, 2020
How to drive CX Values & Culture

February 27, 2019 Last Updated: July 28, 2020
4 Team Building Ideas for Call Centres

August 11, 2018 Last Updated: July 15, 2021