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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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What is Business to Consumer (B2C)?
Top 20 Ways to Reduce Attrition Rates in Your Contact Centre
What is Conditional Routing?
What is a Carrier?
Data Protection Act, GDPR, Consumer Duty, and Call Recording Laws in the UK
What is Business to Business – B2B?
Using Gamification to Increase Contact Centre Engagement
What is Auxiliary Work State?
What is an Auto Attendant?
How to Handle Angry Customers in a Call Centre
What is a Spike in Call Volumes?
The Top 10 Call Centre Websites
What is a Script?
What is an Outbound Call Centre?
What is Business Networking?
What is a Key Performance Indicator (KPI)?
What Other Names are Call Centre Agents Known By?
What is a Dashboard?
Experimental Online Call Centre Forecasting Tool
Top Tips for Induction Training Programmes
What is a 360 Degree View of the Customer?
Top 10 Customer Service Team Leader Interview Questions – With Examples
Multi-Channel Contact Centre Calculator Tool – Phone Email Chat
What is a Nuisance Call?
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
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The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
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