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

Discover how Asurion's innovative use of Aspect technology solutions transformed their contact center operations, boosting employee engagement, reducing absenteeism, and improving customer service.

Discover how RCN improved agent performance, enhanced customer experiences, and achieved remarkable gains in customer satisfaction through advanced analytics and quality monitoring.

Discover how an automotive online retailer transformed their workforce management with Aspect Workforce and Performance. Gain insights into their journey, improved scheduling, and proactive coaching methods for enhanced employee performance.

ARA Diagnostic Imaging partnered with Aspect to revolutionize employee performance, reduce absenteeism, and increase productivity. Discover how this dynamic solution led to a 33% decrease in after-call work, 25% shorter customer hold times.