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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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How to Design a Call Centre Training Programme
Warm up to Cold Calling – 3 Strategies for Success
What Level of Security Questions Need to be Asked?
Call Centre vs. Contact Centre
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What’s on your wallboard?
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10 Top Tips to Reduce Call Centre After Call Work (ACW) Time
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5 questions every call centre manager needs to ask themselves
How to balance customer service with efficiency
16 Call Centre Tips
Are your agents fresh and focused for each call?
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SMS Automated Messaging
Employee Engagement – How to Motivate Your Team
Six Steps to Reducing Contact Centre Staff Attrition
How to Improve Empathy in the Call Centre
Getting staff buy-in for great customer experience
Call centre technology checklist: SMS
Tips for Dealing with Acoustic Shock
Top tips for purchasing an ACD
What do the the Experts Recommend for Building Agent Confidence?
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Editor's Pick
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