Charles Heunemann - Contributing Author on CX Central

April 25, 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.

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?
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.

How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020
5 tips on how to retain high performers in your business

September 2, 2015 Last Updated: July 15, 2020
5 Barriers to a Contact Centre Team Leaders Success

March 8, 2019 Last Updated: October 7, 2021