Jonathan O’Connor - Call Centre Helper

Jonathan O’Connor

Jonathan O’Connor, Resource Planning Manager at Tructyre (also Shortlisted for ‘Resource Planning Star’ at the North East Contact Centre Awards 2022)

Recent Articles Most Viewed Articles

What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

How to Change Your Shift Patterns – Without Losing Your Best Agents!

How to Change Your Shift Patterns – Without Losing Your…

The Best Ways to Deal With Last-Minute Time-Off Requests

The Best Ways to Deal With Last-Minute Time-Off Requests

Our Top Readers of 2024

Our Top Readers of 2024

Is It Best to Schedule or Free-Style Agent Breaks?

Is It Best to Schedule or Free-Style Agent Breaks?

What I’ve Learned From Running a Contact Centre – Always Start With a “Yes”

What I’ve Learned From Running a Contact Centre –…

How to Manage Holiday and Vacation in the Contact Centre

How to Manage Holiday and Vacation in the Contact Centre

North East Contact Centre Awards 2022 Celebrates the Best in the Business

North East Contact Centre Awards 2022 Celebrates the…

Smarter Ways to Close the Loop on Customer Feedback

Top Games to Reinforce Agent Skills and Knowledge

How to Speed Up and Simplify Your Security Process

Five9 to Acquire Level AI in $325 Million Deal

Salesforce to Acquire Cresta to Expand AI Voice Capabilities

Webinar Replay: Should Voice Agents Replace IVRs?

See What Contact Centre AI Can Really Do

Upcoming Events

10th November 2026

Future-Ready Planning: Trends and Skills for Modern Planners – Webinar

11th November 2026

Preparing for 2027: What the Latest Research Tells Us – Webinar

The Discipline Behind Achieving a ‘Return on Intelligence’

7 Outbound Dialler Features You Need In Your Call Centre

Upcoming Webinars

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success