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The EU AI Act's high-risk rules for AI that allocates tasks based on individual behavior or evaluates workers apply from December 2027, and one rule already applies. Here is what contact center leaders need to know.

Customers are starting to send their own AI assistants to contact companies for them. Here is what that does to contact volume and the workforce plan built around it.

Seasonal demand wrecks static staffing plans. Here is how to plan for peaks and events without carrying the cost through the quiet months.

Most WFM rollouts stall on dirty data and supervisor adoption, not the software. Here is how to implement so the floor actually uses it.

Outsourcing contracts are shifting from per-seat pricing to outcome-based models. Here is what that means for workforce planning and vendor terms.

Pushing occupancy above 85 percent burns agents out and raises cost per contact. Here is the occupancy math most contact centers get backward.

Most teams chase the wrong half of shrinkage. Separate planned from unplanned and the problem becomes solvable rather than permanent.

Predictive scheduling laws attach a cost to every last-minute change. Here is how to stay compliant across jurisdictions without slowing operations.

Learn how Zillow modernized workforce planning with Aspect, embedding licensing rules into scheduling, improving forecasting accuracy, and transforming WFM into a strategic, data-driven function for their 1,000+ seat contact center.