Rebecca Wettemann

CRM industry analyst
Rebecca Wettemann

Rebecca Wettemann is CEO and principal at Valoir (valoir.com), a technology industry analyst firm focused on the connection between people and technology in a modern digital workplace.

Articles by Rebecca Wettemann

Empathy matters when dealing with customers today, and here's how to incorporate it into your operations.
Posted October 01, 2021

Enabling agents to cross-sell and upsell or move to other channels needs the proper guardrails and supporting technologies and processes.
Posted August 27, 2021

Measuring and acting on insights across channels is critical for optimizing digital interactions and customer satisfaction.
Posted July 16, 2021

New ways of onboarding, coaching, and fostering a sense of community are essential as companies return with work-from-home and hybrid staffing.
Posted June 03, 2021

Next-generation chatbots are far more capable than earlier ones, so you can't have the same expectations as before.
Posted March 22, 2021

The new contact center is not a cost center, but rather, the core of customer experience.
Posted January 15, 2021

Personas will better match agents with customers, improving experiences for both.
Posted November 06, 2020

To show empathy toward customers, let them know you understand their problems and give them a say in how they are solved.
Posted September 10, 2020

As we've seen, technology is important, but relationships are equally important.
Posted July 16, 2020

As interactions move online, digital channels like chat and co-browse become a lifeblood of customer service.
Posted May 22, 2020

Letting customer service agents work from home is smart business sense and presents an opportunity to take advantage of new technologies.
Posted March 27, 2020

Timing, testing, and trust need to be at the forefront of any digital transformation.
Posted January 30, 2020

CX isn't the same as CRM, but it requires an investment all the same.
Posted November 01, 2019

Successful customer communities share some common elements.
Posted September 13, 2019

Companies should make websites accessible and train agents to deal with disabled consumers.
Posted June 18, 2019

Training artificial intelligence is a lot like training a new puppy, without all the mess.
Posted April 18, 2019

To get a complete view of customers, companies need to do more with the data they have.
Posted March 04, 2019

The gig economy can teach contact center operators a few things about employee retention.
Posted January 11, 2019

Agent-advocates can be your strongest means toward more loyal customers.
Posted December 07, 2018

Customer service reps can be taught sales techniques to provide solutions, not just resolve cases.
Posted September 28, 2018

Field service work can be a differentiator, if done properly with the customer in mind.
Posted July 27, 2018

Artificial intelligence has limited capabilities right now, so don't let vendors oversell it.
Posted June 01, 2018

Bots should be considered for more than just their cost-saving potential.
Posted January 26, 2018

Technology failed the retail giant, but so did its lack of focus on the right customer service strategies.
Posted August 18, 2017

With the right tools, agents can be just as effective as technologies coming into use in the contact center.
Posted May 19, 2017

4 tips to help you get the most in your technology-buying decisions.
Posted February 03, 2017

Customer communities, knowledge bases, self-service options, and analytics are all smart investments right now.
Posted November 18, 2016

Tread lightly when venturing into the Internet of Things for customer service, but know the potential is great.
Posted February 22, 2016

Managers need to overcome human factors, such as structural, cultural, hierarchical, and individual barriers, to make their contact centers excel.
Posted November 16, 2015