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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.

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.

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 intraday management helps contact centers adapt to real-time demand. Learn strategies, tools, and best practices to keep service levels on track.

A leading U.S. pet product manufacturer improved customer service and performance by implementing Aspect’s workforce engagement solutions, boosting service levels, reducing call abandonment, and enhancing multi-channel support.

A multinational home appliance manufacturer revamped its contact center operations by adopting Aspect solutions, enhancing automation, reporting, and time management, which streamlined processes and reduced the need for additional manpower.

Aspect partnered with Best Egg to improve their WFM and dialing operations processes for more clarity on duties and responsibilities along with increased visibility to multiple lines of business.

A global media and technology company improved customer service and workforce management by consolidating call queues and centralizing workforce data using Aspect Workforce, while also integrating a Microsoft Teams chatbot to simplify agent scheduling and enhance operational efficiency.