Strengthen your business with our resources

The contact center industry is undergoing a significant transformation, and most workforce management (WFM) teams are still catching up. At SWPP 2026 in Nashville, Aspect Software made a clear case: the AI era isn't just changing what WFM teams do, it's fundamentally changing how they need to think about forecasting, staffing, performance, and measurement.

What happens to the metrics you've spent years optimizing when artificial intelligence starts handling a growing share of your customer interactions? That was the central question at the heart of a thought-provoking think tank session Aspect facilitated at this year's Customer Contact East, a Frost & Sullivan Executive MindXChange event. The session, titled *"KPI Drift: How Agentic AI Is Transforming Contact Center Performance,"* brought together contact center and workforce leaders from across industries to wrestle with a surprisingly thorny problem: the KPIs that once told you whether your operation was performing are increasingly telling you something different … or nothing at all. Here's what we learned.

Forecasting is at the center of how teams plan, adapt, and make decisions. As part of our continued innovation with Aspect Intelligence, this release introduces new enhancements designed to help teams gain clearer visibility, plan further ahead, and connect forecasting into existing workforce operations.

Discover why contact centers are adding Technical Account Managers to boost platform adoption, stay aligned as operations change, and drive continuous workforce performance improvements.

See how predictive scheduling software helps contact centers reduce labor costs, improve service levels, and adapt staffing in real time.

When is a forecast “good enough”? Explore why forecasting success depends on trust, decision context, and operational agility. Not just accuracy.

Learn how BPO Collections harnessed engagement, gamification, and skill-development tools to boost agent productivity, compliance, and results with Aspect League.

Learn how William Hill optimized operations, established baseline statistics, and articulated a strong business case for workforce investment with Aspect solutions.

Learn how Aspect workforce planning solution transformed Whakarongorau Aotearoa's operations, improving efficiency during critical events like the Christchurch Mosque Shootings and the COVID-19 pandemic.

Learn how the National Rural Telecommunications Cooperative (NRTC) transformed their workforce management with Alvaria Workforce, reducing manual tasks, improving scheduling, and saving over 100 hours annually.