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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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The Relationship Between Adherence and Forecasting
A-Z of call recording features
Business Intelligence
How to justify the cost of a Call Recorder
How to create an outbound call centre
How Many Calls Should an Outbound Agent Make
What is Hosted Call Recording?
History Of Call Recorders
Future forecasting models
Forecasting and Scheduling Home Based Agents
Dialler Strategy
The Top Words and Phrases Customers Use to Express their Dissatisfaction
Incentive Schemes: Making Them Work for You
Answers: Incentive Schemes
Call Centre Jokes – for a Bit of Light Relief
More Call Centre Jokes
Even more call centre jokes
Humour: How to properly place employees
Watch out, there’s a customer about!
Going from stress to stress? How to break the cycle
Communicate with charisma…how to flick the charisma switch
Clear Calls Faster with Effective Listening
Who Cares Wins – How to focus on your customers
The “Hard Times” customer retention guide
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!