{"id":73013,"date":"2025-08-28T12:39:55","date_gmt":"2025-08-28T11:39:55","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73013"},"modified":"2025-11-24T12:25:56","modified_gmt":"2025-11-24T12:25:56","slug":"trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/","title":{"rendered":"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience"},"content":{"rendered":"

In an era where AI promises automation at scale and customer expectations continue to rise, one truth remains stubbornly human: quality still matters.\u00a0<\/span>\u00a0<\/span><\/p>\n

Not just at the surface level, but deep in the structure of service interactions.\u00a0<\/span>\u00a0<\/span><\/p>\n

Every call, chat, or email shows how CX can improve. With the right QA strategy, that data becomes a source of insight, empowerment, and trust.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cQA has traditionally been seen as top-down, a bit of a stick,\u201d says <\/span>Emmanuel Doubinsky, Director of Product at Scorebuddy<\/span><\/b>.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cBut when QA is done right, with the right tooling and mindset, it becomes a self-development tool for agents \u2013 and a strategic lever for CX leaders.\u201d <\/span><\/p><\/blockquote>\n

That reframing \u2013 from compliance to transformation \u2013 is central to Scorebuddy\u2019s mission.\u00a0<\/span>\u00a0<\/span><\/p>\n

With 100% interaction coverage, embedded security, and AI-driven insight delivery, the platform is reintroducing QA as something more than a scorecard:<\/span> it\u2019s becoming a driver of meaningful CX change.<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/p>\n

Sampling Is Dead: Why 100% QA Coverage Matters<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

Newer doesn\u2019t always mean better.\u00a0<\/span>\u00a0<\/span><\/p>\n

For this writer\u2019s money, even though it came out over 20 years ago, The Wire is still the greatest TV series of all time; Bob Dylan might be a lot closer to 100 than he is 50, but he\u2019s still the best songwriter in the world; and you\u2019d do well to find anyone who\u2019d take the newer Star Wars films over the original trilogy.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

However, with that being said, the older, traditional method of sampling has become undeniably outdated when it comes to the QA space.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

While a few random interactions per agent, a spreadsheet, and maybe some feedback are certainly better than nothing, in 2025, they\u2019re nowhere near enough.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cAgents often feel unfairly judged based on small samples,\u201d explains Doubinsky.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThey\u2019ll say, \u2018Well, that one call was bad, but the rest of my day was great.\u2019 And they might be right.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWhen QA is based on just a few interactions, it introduces bias and undermines the credibility of the entire process.\u201d\u00a0<\/span><\/p><\/blockquote>\n

That changes with full coverage.\u00a0<\/span>\u00a0<\/span><\/p>\n

Scorebuddy makes it possible to evaluate every single interaction, removing the statistical grey area and opening the door to genuine coaching opportunities.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIt\u2019s not about catching people out,\u201d he continues. \u201cIt\u2019s about surfacing patterns.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIf you\u2019re scoring 100% of interactions \u2013 or even just 20% at scale \u2013 you get real visibility.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cYou can identify strengths, weaknesses, and trends. That\u2019s when QA moves from theory to impact.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

From Data to Dialogue: Turning QA into Coaching<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

Despite the benefits and importance of collecting more data, Doubinsky is quick to point out that data alone doesn\u2019t move the needle.\u00a0<\/span>\u00a0<\/span><\/p>\n

Insight is only useful if people can actually act on it.\u00a0<\/span>\u00a0<\/span><\/p>\n

To assist with actioning this data, the Director of Product outlined Scorebuddy\u2019s reporting capabilities, detailing how the company offers \u201csome of the most configurable reports on the market.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cBut we knew it wasn\u2019t enough. People want to understand the story behind the data.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

That\u2019s where the AI Agent Buddy comes in: Scorebuddy\u2019s conversational AI that delivers tailored, plain-English feedback directly to agents.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIt\u2019s not a graph anymore,\u201d Doubinsky explains.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIt\u2019s a message that says, \u2018You\u2019re continuing to excel at active listening,\u2019 or \u2018There\u2019s a development opportunity around resolution time.\u2019\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIt\u2019s friendly, human, and easy to absorb. It\u2019s feedback designed to be read, not decoded.”<\/span><\/p><\/blockquote>\n

The goal of the AI Agent Buddy is to help agents self-reflect, improve, and engage with quality in a more proactive way, without the overhead of constant supervisor intervention.\u00a0<\/span>\u00a0<\/span><\/p>\n

Transparent QA = Engaged Agents<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

If the term \u2018QA\u2019 still conjures up images of disciplinary action, it\u2019s time for a reset.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWhen QA is transparent and reviewable \u2013 whether human- or AI-scored \u2013 it becomes trustworthy,\u201d says Doubinsky.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cAgents can challenge scores, see the rationale, and most importantly, learn.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Scorebuddy even tracks how often agents engage with QA feedback and how many disputes are validated, creating a learning loop that benefits both agents and supervisors.\u00a0<\/span>\u00a0<\/span><\/p>\n

And the impact on motivation is real.\u00a0<\/span>\u00a0<\/span><\/p>\n

In one standout example, a Scorebuddy customer reported an employee satisfaction jump from 3.5 to 4.2 out of 5 after implementing a transparent QA program.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThat kind of shift? It\u2019s massive \u2013 especially when you’re talking about employee satisfaction,\u201d says Doubinsky.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201c0.7 points on a five-point scale is a real culture shift. And they directly credited QA governance. We\u2019re discussing a system that helps people feel seen, heard, and supported.\u201d\u00a0<\/span><\/p><\/blockquote>\n

Security as Standard: Not Optional, Not Negotiable<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

While many vendors are still scrambling to retrofit data protections into their platforms, Scorebuddy has treated security as non-negotiable from day one.\u00a0<\/span>\u00a0<\/span><\/p>\n

In a world where cyberattacks are no longer hypothetical, companies dealing with customer data must have stringent security measures.\u00a0<\/span>\u00a0<\/span><\/p>\n

Scorebuddy maintains accredited security certifications, hosts its AI models privately (not in public clouds), and never trains models on customer data.\u00a0<\/span>\u00a0<\/span><\/p>\n

Doubinsky details how it is no longer \u201cenough to say you follow best practices. You have to prove it.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cCustomers want guarantees, not guidelines. They’re right to be cautious, especially with fears around PII leaking into public AI models.\u201d <\/span><\/p><\/blockquote>\n

In practice, this means secure workflows, PII redaction, role-based access, and full compliance with GDPR and PCI \u2013 all baked into the QA stack from the ground up.\u00a0<\/span>\u00a0<\/span><\/p>\n

QA shouldn\u2019t be the weak link in your CX security chain \u2013 and with Scorebuddy, it certainly doesn\u2019t appear to be.\u00a0<\/span>\u00a0<\/span><\/p>\n

A Foundation for Trust and Transformation<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

Ultimately, Scorebuddy\u2019s vision of QA isn\u2019t about scoring interactions \u2013 it\u2019s about building internal and external trust.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cQA data should be treated as a strategic asset,\u201d says Doubinsky.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIt\u2019s not just for compliance; it\u2019s for continuous improvement.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIt\u2019s where insight lives. And when it\u2019s handled securely, delivered clearly, and used responsibly, it can transform customer experience from the inside out.\u201d<\/span>\u00a0<\/span><\/p>\n

And for contact centers seeking more than quick wins, that may be the most important metric.<\/span>\u00a0<\/span><\/p>\n

Visit Scorebuddy’s website today to learn more about its QA philosophy and full suite of solutions.<\/span><\/i>\u00a0<\/span><\/p>\n

You can also gain more insights into QA by <\/span><\/i>checking out this article<\/span><\/i><\/a> and <\/span><\/i>watching this interview<\/span><\/i><\/a> with Emmanuel Doubinsky.<\/span><\/i>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

In an era where AI promises automation at scale and customer expectations continue to rise, one truth remains stubbornly human: quality still matters.\u00a0\u00a0 Not just at the surface level, but deep in the structure of service interactions.\u00a0\u00a0 Every call, chat, or email shows how CX can improve. With the right QA strategy, that data becomes […]<\/p>\n","protected":false},"author":4983,"featured_media":73015,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62065],"class_list":["post-73013","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-security-privacy-compliance","tag-ai-agent","tag-ai-agents","tag-artificial-intelligence","tag-ccaas","tag-digital-transformation","tag-security-and-compliance","tag-workforce-optimization","brands_to_track-scorebuddy","editorial_type-interview","intent-evaluation","target_audience-industry-professional"],"acf":[],"yoast_head":"\nTrust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience - CX Today 100% QA Coverage: How Scorebuddy is Transforming Contact Center Quality Assurance<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including AI Agent, AI Agents, Artificial Intelligence, CCaaS, Digital Transformation, Security and Compliance, Workforce Optimization and more. Discover why 100% QA coverage matters. Learn how Scorebuddy\u2019s AI-powered QA drives coaching, transparency, and trust in customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including AI Agent, AI Agents, Artificial Intelligence, CCaaS, Digital Transformation, Security and Compliance, Workforce Optimization and more. Discover why 100% QA coverage matters. Learn how Scorebuddy\u2019s AI-powered QA drives coaching, transparency, and trust in customer experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-08-28T11:39:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-24T12:25:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience\",\"datePublished\":\"2025-08-28T11:39:55+00:00\",\"dateModified\":\"2025-11-24T12:25:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/\"},\"wordCount\":1026,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg\",\"keywords\":[\"AI Agent\",\"AI Agents\",\"Artificial Intelligence\",\"CCaaS\",\"Digital Transformation\",\"Security and Compliance\",\"Workforce Optimization\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Security, Privacy & Compliance\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/\",\"name\":\"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience - CX Today 100% QA Coverage: How Scorebuddy is Transforming Contact Center Quality Assurance\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg\",\"datePublished\":\"2025-08-28T11:39:55+00:00\",\"dateModified\":\"2025-11-24T12:25:56+00:00\",\"description\":\"CX Today covers Contact Center & Omnichannel\u200b news including AI Agent, AI Agents, Artificial Intelligence, CCaaS, Digital Transformation, Security and Compliance, Workforce Optimization and more. Discover why 100% QA coverage matters. Learn how Scorebuddy\u2019s AI-powered QA drives coaching, transparency, and trust in customer experience.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg\",\"width\":850,\"height\":425,\"caption\":\"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience CX Today News\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Contact Center & Omnichannel\u200b\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\",\"name\":\"Rhys Fisher\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"caption\":\"Rhys Fisher\"},\"url\":\"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience - CX Today 100% QA Coverage: How Scorebuddy is Transforming Contact Center Quality Assurance","description":"CX Today covers Contact Center & Omnichannel\u200b news including AI Agent, AI Agents, Artificial Intelligence, CCaaS, Digital Transformation, Security and Compliance, Workforce Optimization and more. Discover why 100% QA coverage matters. Learn how Scorebuddy\u2019s AI-powered QA drives coaching, transparency, and trust in customer experience.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/","og_locale":"en_GB","og_type":"article","og_title":"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience","og_description":"CX Today covers Contact Center & Omnichannel\u200b news including AI Agent, AI Agents, Artificial Intelligence, CCaaS, Digital Transformation, Security and Compliance, Workforce Optimization and more. Discover why 100% QA coverage matters. Learn how Scorebuddy\u2019s AI-powered QA drives coaching, transparency, and trust in customer experience.","og_url":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-08-28T11:39:55+00:00","article_modified_time":"2025-11-24T12:25:56+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg","type":"image\/jpeg"}],"author":"Rhys Fisher","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Rhys Fisher","Estimated reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/"},"author":{"name":"Rhys Fisher","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044"},"headline":"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience","datePublished":"2025-08-28T11:39:55+00:00","dateModified":"2025-11-24T12:25:56+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/"},"wordCount":1026,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg","keywords":["AI Agent","AI Agents","Artificial Intelligence","CCaaS","Digital Transformation","Security and Compliance","Workforce Optimization"],"articleSection":["Contact Center & Omnichannel\u200b","Security, Privacy & Compliance"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/","url":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/","name":"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience - CX Today 100% QA Coverage: How Scorebuddy is Transforming Contact Center Quality Assurance","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg","datePublished":"2025-08-28T11:39:55+00:00","dateModified":"2025-11-24T12:25:56+00:00","description":"CX Today covers Contact Center & Omnichannel\u200b news including AI Agent, AI Agents, Artificial Intelligence, CCaaS, Digital Transformation, Security and Compliance, Workforce Optimization and more. Discover why 100% QA coverage matters. Learn how Scorebuddy\u2019s AI-powered QA drives coaching, transparency, and trust in customer experience.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/08\/Untitled-design-24.jpg","width":850,"height":425,"caption":"Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience CX Today News"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/contact-center\/trust-insights-transformation-the-role-of-qa-data-in-human-centric-customer-experience-scorebuddy\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"Contact Center & Omnichannel\u200b"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044","name":"Rhys Fisher","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","caption":"Rhys Fisher"},"url":"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/73013","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4983"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=73013"}],"version-history":[{"count":3,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/73013\/revisions"}],"predecessor-version":[{"id":73570,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/73013\/revisions\/73570"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/73015"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=73013"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=73013"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}