Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Blogs
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Insights
Business Insights
Blogs
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Videos
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
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
LinkedIn
Previous
Next
Harnessing the power of ‘what our customers are saying’
What to look for when buying – an ACD
A step-by-step guide to migrating to an IP platform
Managing Absenteeism in the Call Centre
How do I analyse CVs to best effect?
Using knowledge management to best effect
Getting Customer Satisfaction Surveys Right First Time
Acoustic shock – the facts you need to know
Improve your inbound marketing strategy using customer analytics
How do I “blow the whistle” on bad practices?
How do I give my boss constructive criticism
Recruiting and Keeping the Best Call Centre Agents
What to look for when buying speech recognition technology
IP telephony: A guide to making it work effectively in your business
What to do when your staff resist change
Ten Top Tips for Managing your Help-Desk Better
Combating bullying and harassment in the workplace
How do I mentor someone to best effect?
Predictive analytics: what can they do for you?
What to look for when buying voice over IP (VoIP)
Offshoring update: Is Africa giving India a run for its money?
Business certification: knowing your ISOs from your Six Sigmas
How do I apply for a promotion?
Communicating Change in your Business
Previous
Next
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
Latest Resources
eBook: Improving Customer Loyalty in a Hyper Connected World
Guide: Applying AI in Customer Service
Upcoming Events
Building Cross-Departmental Relationships With WFM and QM Teams – Webinar
5 Tips to Improve Coaching in Your Contact Center – Webinar
Latest Blogs
NLP-Based vs. LLM-Powered Sentiment Analysis
How to Extract Valuable Insights With Text Analysis
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?