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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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Internal Call Monitoring
Sickness, Lateness and Going AWOL During Probation
Calls Per Hour
Call Flow Design Best Practice
Call Centre Manager Interview Presentation
16 to 24 Years Olds and Employment Prospects
Buzz Session Energizers
Couples In the Same Team
How Long is Dead Air Time?
Bidding for Shifts
4 Hour Service Level
Free Auto Scheduling Tools
Agent Focus Group
Calculating A Monthly Or Weekly FTE Requirement Considering Service Level
Chat Concurrency
How to Calculate Average Call Per Hour Per Agent & Per the Whole Center
Parameters for Calculating Average Speed of Answer
How Calculate Fte Benefits of AHT Reduction
How Do We Deal With Outliers Affecting AHT?
Normalising Calls for Forecasting FTE Requirements
Resource and Planning Analyst Interview
What Do You Call Your “Quality Assurance” Team?
Objectives (OKR) for A Support Manager In A Call Center
FTE and Per Call Billing Calculation
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