Rebecca Wettemann
Principal at Valoir and analyst on CX metrics, researching AI impacts on contact centres and proposing new measures like suggestion relevance and success rate for automated interactions.
Best podcasts with Rebecca Wettemann
Ranked by the Snipd community
11 snips
Apr 10, 2026 • 46min
CX Metrics In The Age Of AI: Stop Optimising For Speed
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.
10 snips
Feb 10, 2026 • 30min
Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
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.
