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Learn what a call center adherence report is and how real-time adherence data helps contact center leaders improve staffing, scheduling, and service levels.

Learn which workforce management metrics matter most and how to use them to improve forecasting, staffing, efficiency, and contact center performance.

The contact center industry is undergoing a significant transformation, and most workforce management (WFM) teams are still catching up. At SWPP 2026 in Nashville, Aspect Software made a clear case: the AI era isn't just changing what WFM teams do, it's fundamentally changing how they need to think about forecasting, staffing, performance, and measurement.

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.

了解 BPO Collections 如何通过Aspect League利用互动、游戏化和技能开发工具来提高代理的工作效率、合规性和业绩。

了解 William Hill 如何通过 Aspect 解决方案优化运营、建立基准统计数据并阐述强有力的劳动力投资商业案例。

了解 Aspect 劳动力规划解决方案如何改变华卡龙戈劳奥特亚罗阿的运营，提高克赖斯特彻奇清真寺枪击事件和 COVID-19 疫情等关键事件期间的效率。

了解全国农村电信合作社 (NRTC) 如何利用 Alvaria Workforce 实现劳动力管理转型，减少手动任务，改善日程安排，每年节省 100 多个小时。