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

8 Ways AI Is Already Changing WFM for the Better

How to Keep Your Promises to Customers

Can You Afford to Ignore Shadow Knowledge?

Xander Freeman Shares Latest Call Centre Helper Research on Zoom Podcast

8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

eBook: EU Data Sovereignty for the Contact Centre

Demo: Smarter Self-Service Powered by AI and Built to Learn from Every Interaction

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

18th October 2026

Customer Contact West 2026

Reversing the Sprawl…And Why More Isn’t Always Better

How to Fix The Most Common WFM Planning Mistakes

Upcoming Webinars

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?