Steve Morrell
Managing Director at ContactBabel with long experience tracking contact centre metrics and industry benchmarking, specialising in operational measurement and analytics.
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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.
