{"id":75836,"date":"2025-11-06T12:06:51","date_gmt":"2025-11-06T12:06:51","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=75836"},"modified":"2025-11-06T12:06:51","modified_gmt":"2025-11-06T12:06:51","slug":"how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy\/","title":{"rendered":"How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses"},"content":{"rendered":"<p><iframe loading=\"lazy\" title=\"CX Today, How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses\" src=\"https:\/\/www.buzzsprout.com\/1557728\/episodes\/18143508-how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses?client_source=small_player&amp;iframe=true\" width=\"100%\" height=\"73\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/p>\n<p><strong>Rhys Fisher<\/strong> sits down with <strong>Derek Corcoran, CEO and Founder of Scorebuddy<\/strong>, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics.<\/p>\n<p>Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact.<\/p>\n<p>If you\u2019ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this conversation is a must-watch.<\/p>\n<p>Main Description:<\/p>\n<p>Customer experience is evolving fast \u2014 and QA is no longer just about checking boxes. In this exclusive chat, Scorebuddy\u2019s Derek Corcoran reveals how AI, automation, and analytics are reshaping the way organizations understand agent performance, customer behavior, and business outcomes.<\/p>\n<p>Here\u2019s what you\u2019ll learn:<\/p>\n<p>From Manual to Meaningful: How moving from spreadsheets to AI-powered QA unlocks faster insights and greater consistency across teams.<\/p>\n<p>Beyond the Microscope: How conversation analytics give CX leaders visibility into previously hidden trends and customer pain points.<\/p>\n<p>AI-Powered Impact: Why automated scoring and performance summaries are freeing evaluators to focus on coaching and strategic development.<\/p>\n<p>CX Intelligence for the C-Suite: How BI dashboards are bridging the gap between QA teams and executive decision-making.<\/p>\n<p>Next Steps:<br \/>\n\u2705 Watch the full interview to hear Derek\u2019s roadmap for building an AI-enhanced QA strategy.<br \/>\n\u2705 Explore Scorebuddy\u2019s AI QA solutions to see how they can transform your contact center operations.<br \/>\n\u2705 Subscribe to<strong> CX Today<\/strong> for more expert insights on the technologies shaping the future of customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy, to unpack how the world of Quality Assurance (QA) is being redefined by AI and conversational analytics. Together, they explore how forward-thinking organizations are transforming QA from a compliance necessity into a business intelligence engine that drives measurable CX impact. If you\u2019ve ever [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":75840,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[60908],"class_list":["post-75836","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-tv","tag-artificial-intelligence","tag-automation","post_format-post-format-video","brands_to_track-scorebuddy","editorial_type-interview","intent-evaluation","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CX TV news including Artificial Intelligence, Automation and more.\" \/>\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\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CX TV news including Artificial Intelligence, Automation and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-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=\"2025-11-06T12:06:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Scorebuddy-AI-QA.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=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses\",\"datePublished\":\"2025-11-06T12:06:51+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy\/\"},\"wordCount\":261,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Scorebuddy-AI-QA.jpg\",\"keywords\":[\"Artificial Intelligence\",\"Automation\"],\"articleSection\":[\"CX TV\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy\/\",\"url\":\"https:\/\/www.cxtoday.com\/tv\/how-ai-qa-is-turning-contact-centers-into-cx-intelligence-powerhouses-scorebuddy\/\",\"name\":\"How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses - 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