In this CX Today interview, Valoir Principal Rebecca Wettemann explains why time-based metrics like AHT and FCR need a rethink—and what leaders should measure instead, from outcome quality and AI-to-human handoffs to agent trust, coaching, and retention.
Contact centers are racing toward “always-on” service, but Rebecca Wettemann, Principal at Valoir, argues many teams are modernizing with the wrong scorecard. In this CX Today interview with Rob Wilkinson, she explains why legacy, time-based metrics like AHT and FCR were designed for a human-only world—and how AI changes the game when 70–80% of initial enquiries can be automated.