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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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Voice recognition: what biometrics can do for your call centre
Make your employee probationary periods truly fruitful: we show you how
How do I… deal with counter offers?
Answers: Coping with Angry and Abusive Customers
What Would Make Call Centre Managers More Effective?
How do I undertake salary reviews?
Interactive Voice Response (IVR) Systems: What to Look Out For
Everything You Need to Know About Call Back Technology
How and Where to Get Benefits From Customer Feedback
Mystery shopping – making it work for you
The secret behind an effective change programme
Getting the right fit: improving web contact co-ordination
Building Better Performance Through Intrinsic Motivation
Improving internal communications
How do I give top-notch performance appraisals?
Any Methods that will Help me Relax in an Interview?
What to look for when buying – speech analytics software
Staff qualifications: knowing your NVQs from your MBAs
Top Tips for Making your Outsourcing Contracts Really Work
Homeworking: What you Need to Know Before you Start
Call Centre Avatars
How do I set up a really good assessment centre?
What Kind of Questions Should we Ask at Exit Interviews?
Recruiting According to Attitude – What to Look for From Potential Trainees
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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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