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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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Previous
Call Centre Furniture
Making call announcements work for your business
Seven steps to selling customer experience to your people
How to Implement a Mystery Shopping Program
How do I Make My CV Really Special?
Music On Hold – Do I need a licence?
Beating Phone Rage with Care
Customer Service Tips
Previous
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
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
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Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
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