CX Today CX Metrics In The Age Of AI: Stop Optimising For Speed
11 snips
Apr 10, 2026 Rebecca Wetteman, analyst at Valoir researching AI impacts on contact centres. Sangeetha Rai, COO focused on turning contact centres into business intelligence hubs. Steve Morrell, ContactBabel MD tracking contact centre metrics and benchmarking. Martin Teasdale, frontline leadership expert coaching team leaders. They debate why AHT and old scorecards mislead as AI shifts work, how to measure bot handoffs and suggestion relevance, and how to prevent agent burnout.
AI Snips
Chapters
Transcript
Episode notes
Reframe Metrics To Reward Quality Outcomes
- Redesign incentives and management so metrics reward outcome quality not just speed.
- Measure quality of outcomes and coach agents to evaluate AI suggestions instead of blindly following them.
Use AI To Fix Root Causes Not Cut Costs
- Use AI to surface root causes (product issues, policy gaps, journey friction) and feed them to product and ops teams.
- Treat the contact center as business intelligence, not merely a cost center, to avoid amplifying problems.
Measure Bot Handoff Accuracy Not Just Deflection
- Effective escalation matters: a bot should step aside when complexity exceeds its scope so customers don't get stuck.
- Measure handoff accuracy, containment plus satisfaction, repeat contacts and sentiment after escalation.