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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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Industry Standard- Infant Attrition Rate and Training Quality
Average Uptime In the Contact Center
Propensity to Call
Call Centre Headcount Ratios
FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec
Forecasting Call Volumes and AHT
Calculating Agent Availability %
What is Shift Inflex
Non Critical Error Calculation
Back Office Service Level
FTE Calculation for Chat
Hourly Capacity for Email Process
How to Calculate Log In Time
Forecasting Abandoned Calls
FTE Calculation For Monthly Volume
Call Center Set Up Implementation Plan Template
RPC (Right Party Contact)
Work At Home Internet Speed Requirements
What is Throughput In WFM?
What is the Corelation Between ASA, AHT and Service Level In WFM?
Wrap Time Between Calls
FTE Requirements for Back Office
Shrinkage Formula
Tooth to Tail Ratio Calculation
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