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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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Call Centre Management Tips
Delivering call centre customer experience – five steps to success
Making outsourcing work: what the experts recommend
Knowledge Management and What It Can Do For Your Call Centre
Coping with a ‘flu pandemic: the technological implications
How Best to Deal with Angry Customers
How do I Ensure a Successful Retention Strategy?
Call Centre Technology Tips
Strategy Tips
Cultural Intelligence: What it Can do for Offshorers
Post-call IVR surveys: when and how to get the best out of them
What to do with telecoms malfunctions or the loss of a building
Don’t blame the technology – getting the most out of your IVR
How do I ensure a successful recruitment strategy?
How wide the rift: gap between expectation and service, and how to fix it
Boosting agent productivity – what the experts recommend
Business continuity: an introduction
What to look for when buying: predictive diallers
High staff turnover and attrition rates? Are you to blame?
How do I get the best information out of exit interviews?
Top Tips to Becoming a Better Leader
Consumer attitudes to the call centre – how to change them for the better
How knowledge management can help improve quality in your call centre
What to look for when buying – on-hold music and/or messaging
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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
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Latest Resources
eBook: Improving Customer Loyalty in a Hyper Connected World
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