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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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NICE Integrate Their IVR With Artificial Intelligence
The CEO Interview: Tiago Paiva at Talkdesk
Disjointed Communications Negatively Impacts Customer Satistisfaction
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NICE inContact Partners with NEC Australia
How to Get Started With a Contact Centre AI Strategy
Baxi Heating Integrate Communications with IFS
General Motors Implement New Performance Management Technology
Genesys Announces Great Performance in Cloud Solution Sales
The CEO Interview: Thomas Goodmanson at Calabrio
NewVoiceMedia Wins Award for Speech Analytics Solution
CallMiner Recognises Customer Achievements With LISTEN Awards
8×8 Announces Partnership with Workair
Cordon Electronics Site Visit: 6 Ways to Develop Your Contact Centre
5 Tips to Improve Your Call Centre Sales
Beginner’s Guide to Workforce Management Software
How to Forecast With Limited Data
Photos from the Customer Services Summit
Contact Centre Jargon and Terminologies
The CEO Interview: Jaime Scott at EvaluAgent
The History of the Call Centre – Updated
A Guide to Call Centre Forecasting
What Are the Industry Standards for Call Centre Metrics?
What to Look for When Buying Headsets
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!