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Paul Turner

Paul Turner, WEM Innovation Lead, Genesys

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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 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

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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

Upcoming Events

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

Latest Blogs

How To Forward a Voicemail on Any Device

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

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise