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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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Improving public sector contact centres
How do I – model and replicate excellence?
Making NLP Work in Your Call Centre
Five reasons to simplify your service desktop
Customer segmentation: is it still relevant?
Setting up an online contact centre: what you need to know
Delivering Service Quality: the Power of Speech
How do I Set Myself Achievable Goals?
Making a real success of leadership
Should you Offer 360 Degree Annual Reviews?
Knowledge management or sharing?
Technology to boost agent productivity
Business continuity: is voice over Internet protocol the answer?
How do I – Build Rapport With Callers?
What You Should Think About Before Applying For a New Management Role
How do you Motivate Staff to Stay with the Company?
Training the Trainer – Tips on Making it Work
What you can learn from mystery shopping
Keeping your Call Centre Data Safe: What you Need to Know
Virtual Working: The Technological Implications
What the Experts Recommend: Team-Building Games and Exercises
How do I – keep on the right side of employment law when recruiting?
How can I Give Refresher Training?
Call Centre Recruitment Tips
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Editor's Pick
Want to Find Out How Happy Your Agents Really Are? Here’s How!
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
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eBook: Improving Customer Loyalty in a Hyper Connected World
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