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Gamification lifts engagement when agents see the game as fair, and the evidence on performance is more mixed. Here is what the research shows and how to design a game that works.

AI is absorbing the simple contacts new agents used to learn on. Here is how to rebuild onboarding and plan capacity around a steeper learning curve.

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.

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.

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.