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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 to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
What is Interactive Voice Response?
What is Gamification?
What is a Customer Service Representative (CSR)?
What is Customer Service?
What is a Contact Centre?
Call Centre Abbreviations to Speed up Wrap Time
What is Compliance in the Contact Centre?
What is a Cloud Contact Centre?
7 Things That World-Class Contact Centres Do Well
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What is a Customer Journey Map?
Senior Operations Manager: Example Job Description
Head of Contact Centre: Example Job Description
Digital Contact Director: Example Job Description
Customer Services Director: Example Job Description
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