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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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Choosing a Speech Analytics Solution
Call recording and QM in commercial contact centres
Call Quality Monitoring
Call Center Quality Assurance
Beginners Guide to Speech Analytics
Barriers to the deployment of speech analytics
An A-Z of Speech Analytics Features
Analytics and Workforce Optimisation
Implementing Call Recording
Dialler regulations
Outbound Customer Case Studies
12 Common Mistakes In WFM Software Deployments
Call Recording Software
Call Recording Reports
What are the Legislations on Call Recording?
Call Recording Guidelines
Call Recording For The Police
Call Recording for Financial Services Companies
Call Quality Evaluation
Call blending
Benefits of outbound
Beginners Guide To Recording
A list of Call Recording Suppliers
Answer Machine Detection
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