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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.

该公司是一家全球媒体和技术公司。从他们提供的连接和平台，到他们创造的内容和体验，它们吸引了全球数亿客户、观众和访客。他们拥有超过 180,000 名员工，包括大约 55,000 名呼叫中心客服，他们的 WFM 需求是世界上最广泛的需求之一。

了解 Asurion 对Aspect技术解决方案的创新使用如何改变其联络中心运营、提高员工参与度、减少缺勤率和改善客户服务。

了解 RCN 如何通过高级分析和质量监控改善代理绩效、增强客户体验并显著提高客户满意度。

了解一家汽车在线零售商如何通过 Aspect Workforce and Performance 改变其劳动力管理。深入了解他们的旅程、改进的日程安排和积极的指导方法，以提高员工绩效。