Paul Turner - Call Centre Helper

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Paul Turner

Paul Turner, WEM Innovation Lead, Genesys

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Recent Articles Most Viewed Articles

Implementing Call Recording

Implementing Call Recording

The Difference Between WFM, WFO and WEM

The Difference Between WFM, WFO and WEM

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

Workforce Management vs Workforce Optimization – What’s…

A Quick Introduction to WFM

A Quick Introduction to WFM

Understanding the Difference Between WFM and WFO

Understanding the Difference Between WFM and WFO

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…

WFM Tools That Are Available

WFM Tools That Are Available

The Top 20 Videos

The Top 20 Videos

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

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

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

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

The Top 20 Webinars

The Top 20 Webinars

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?