CX Today Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
10 snips
Feb 10, 2026 Rebecca Wettemann, Principal at Valoir and CX metrics expert, explains why time-based contact center metrics are obsolete. She highlights measuring outcome quality, AI-to-human handoffs, coaching adoption, agent trust, and effective escalation. Short, sharp takes on modern data architecture, workload monitoring, and using AI to improve agent experience and recognition.
AI Snips
Chapters
Transcript
Episode notes
Time-Based Metrics Break In An AI World
- Legacy contact-center metrics were built for a human-only world and focus on minimizing resource time.
- AI changes the problem: measure outcome quality, not just speed or containment.
Metrics Must Match Management And Incentives
- Changing metrics without changing management, incentives, and training creates cognitive dissonance for agents.
- Align incentives to new roles so agents aren't pulled between speed and verifying AI advice.
Flip Monitoring Into Recognition And Support
- Use AI to monitor agent workload and proactively recognise difficult shifts to reduce burnout.
- Replace punitive 'big-brother' uses with recognition and supportive coaching at scale.