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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.

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.

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.