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Articles by Jonty Pearce
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
Connect with Jonty on
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Reporting Period On Erlang C Calculations
Quality Assurance Vs Team Supervisor
How Do You Define the Capacity Plan? What is Its Objective and Purpose
SLA and Abandon Formulas In Erlang
Required FTE Calculation (Non-Voice)
Capacity Planning Templates
Service Level Vs Abandonment Rates
Calculate FTE Needed Per Hour and Create Shifts
How Many Seconds is 6 Rings?
Team Leader – Am I Wrong?
How Calculate Punctuality and Attendance Report
Forecasting In 15 Minute Intervals
Erlang X
Maximum Occupancy – The Most Common Resource Planning Mistake
Can you Recommend any Games I can use to Motivate my Agents?
Contact Centre Dashboard Excel Template – FREE Download
Recorded Webinar: Making Customer Journey Mapping Easier
Recorded Webinar: How to Build Flexibility into Call Centre Schedules
IVR Messaging: 11 Examples of On-Hold Messages to Keep Customers Engaged
Recorded Webinar: How to Transform CX
Recorded Webinar: 5 Ideas To Help Design a Great Digital Experience
Recorded Webinar: Innovative Best Practices for First Contact Resolution
100 Great Staff Incentives to Motivate Your Team
How to Prepare Agents for Team Leader Roles
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