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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)

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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…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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