Paul Turner - Call Centre Helper

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Paul Turner

Paul Turner, WEM Innovation Lead, Genesys

Connect with Paul on LinkedIn

Recent Articles Most Viewed Articles

What Tech Should You Buy Next? Here’s How to Choose

What Tech Should You Buy Next? Here’s How to Choose

Next-Gen WFM: What Is Coming Down the Line?

Next-Gen WFM: What Is Coming Down the Line?

Workforce Management vs Workforce Optimization – What’s the Difference?

Workforce Management vs Workforce Optimization – What’s…

The Top 20 Webinars

The Top 20 Webinars

The Top 20 Videos

The Top 20 Videos

The Difference Between WFM, WFO and WEM

The Difference Between WFM, WFO and WEM

WFM Tools That Are Available

WFM Tools That Are Available

Understanding the Difference Between WFM and WFO

Understanding the Difference Between WFM and WFO

A Quick Introduction to WFM

A Quick Introduction to WFM

Recorded Webinar: 10 Ways to Improve Employee Engagement

Recorded Webinar: 10 Ways to Improve Employee Engagement

Recorded Webinar: Performance Management – Best Practices for Agents, Leaders and Managers

Recorded Webinar: Performance Management – Best…

Implementing Call Recording

Implementing Call Recording

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

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

Low-Code Use Cases With Real-World Examples

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?