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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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Call Centre Etiquette: 15 Things You Should Never Say to a Customer
What’s the Right Thing to Do When the Customer’s Wrong?
How to Calculate Occupancy in the Contact Centre
Getting a Handle on Abandonment Rate in the Contact Centre
How to Deliver More Memorable and Effective Training
Erlang C Formula – Made Simple With an Easy Worked Example
How to Calculate Contact Centre Service Level
Staff Incentive Schemes That Work
How to Write a Thank You Letter to a Customer – With Examples
What Role Does Coaching Play in Contact Centre Training?
Photos from September 2017 Call Centre & Customer Services Summit
The Seven Elements of Exceptional Customer Service
The Formula to Calculate Forecast Accuracy
10 Questions to Guide your Chat Strategy
The Six C’s of Leadership
Dear Valued Customer – How NOT to Write a Customer Service Letter
What is Contact Centre Quality Assurance?
What Is Working in a Call Centre Really Like?
What is an Outbound Dialling Campaign?
What is an Account Code?
Call Centre Erlang Staffing Calculator – v 4.2 – With Abandons and Day Planner
How to Calculate First Contact Resolution (FCR) – With Formula
What is Multi-Site Networking?
What is Erlang and the Erlang Calculator?
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