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

How to Manage Holiday and Vacation in the Contact Centre

How to Manage Holiday and Vacation in the Contact Centre

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

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

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

How to Change Your Shift Patterns – Without Losing Your…

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

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

What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

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

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

Our Top Readers of 2024

Our Top Readers of 2024

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

North East Contact Centre Awards 2022 Celebrates the…

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?