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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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What is the Formula for Concurrency In Chat Support
What Do You Tell Customers When They Ask for Your Location?
Industry Average- Acceptable Wait Time?
Interview Question: Do You Have Experience Working Towards Targets and KPIs
How Do You Measure Repeat Call Rate?
Bidding for Outsource Business
How Do You Deal With Call Escalation?
AHT Glide Path (Learning Curve) Calculation
FTE Calculations
Difference Between Occupancy and Utilization
Typing While Talking
How to Calculate Required FTE for Inbound Call Volumes
How to Calculate the Number of Agents Required in a Contact Centre
How to Calculate AHT Manually
Utilization Calculation
Call Recording – When You Must?
Not Ready Codes
Seat Utilisation
Forecast Variance Calculation
Colours In A Call Center
What is MIS With Reference to A Call Centre, How Does MIS Work
Strengths and Weaknesses of Call Centre Agents
Call Centre Agent Performance Targets
Need to Make A MIS Report for A Call Center Within 24 Hours
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