What Is an Always-On Contact Centre? Why WFM Is Becoming a Real-Time Control System

Kyle Pendleton at Aspect explores why workforce management is shifting from static planning to a real-time, always-on approach.
Ask a planner what Monday morning looks like and you will usually hear the same story. The schedule looked solid on Thursday.
Then a promotional email went out three hours early, a payment system got sluggish in one region, and the sick calls started rolling in before the coffee was cold. By 9:15 the plan on paper had almost nothing to do with the day that was actually