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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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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

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

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 –…

What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

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…

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What’s Really Compromising Empathy in Customer Service?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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

Research: The Future of AI-Powered Experiences

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9th October 2025

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

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports