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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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Typical Quality Monitoring features
Types of multi channel analytics
Top tips for deploying a Speech Analytics Solution
The Role of a Planning Team
The Functional Benefits of Speech Analytics
Speech Analytics Vendors
Speech Analytics in the rest of the Enterprise
Speech Analytics In Marketing
Speech Analytics in Debt Collection
Speech Analytics in Customer Service
Speech Analytics in Banking
Speech Analytics for Customer Surveys
Speech Analytics Case Studies
Speech Analytics – the Basics
Sources of Data for Multi Channel Analytics
Sentiment Analysis
Quality Parameters in Outbound Calls
Outbound sales commission
List of outbound diallers
How does Speech Analytics work
Expert Advice – How to Better Utilize Workforce Management Software
First Call Resolution using Speech Analytics
Does Emotion Detection Really Exist?
Using speech analytics to provide customer insight
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