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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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Technology Toolkit – Routing Important Calls
Would you be proud for your kids to work in the call centre?
Technology Toolkit – Single View of the Customer
Technology Toolkit – Phone Calls Following Email Queries
A Simple Technique to Improve Your Contact Centre Strategy
Technology Toolkit – connectivity and the cloud datacentre
Technology Toolkit – Where is my Engineer?
What is an Invisible Queue?
How to improve sales confidence in the call centre
Technology Toolkit – PCI compliant card payment handling
The Do’s and Don’ts of Call Scripting
7 Ways to Improve the Agent Desktop
The Average Contact Centre Handling Time (AHT) is Between 5-9 Minutes
To Script or Not to Script? That is the Question
21 Top Tips For Using Webchat in the Contact Centre
Introduction to Call Centre Processes
7 Lessons From the British Gas Contact Centre
What Makes a Good Call
Key Components of a Call Centre Operation
7 tips for employing agency workers
How to Motivate Employees for Less Than £50 Per Week
Best Tips, Phrases and Words to Use for Building Rapport
About Call Centre Helper
How to Develop Leadership in the Contact Centre
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Editor's Pick
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