Date: 27th January 2026, 8am PST | 11am EST | 4pm GMT
Location: Virtual
Based on fresh insights from the latest Call Centre Helper survey, this webinar reveals how contact centres are actually using AI in quality assurance today.
Join Derek Corcoran (Founder & CEO, Scorebuddy, Nerys Corfield (Consultant, Injection Consulting) and Xander Freeman (Director, Call Centre Helper) as they unpack the real shift from manual, spreadsheet-based QA to automated and real-time approaches.
You’ll see how leading teams are using AI to drive better coaching, consistency and CX – plus the most common blockers still holding operations back.
What You’ll Learn:
- How contact centres today are really using AI in QA (beyond the hype)
- Practical ways to move from spreadsheet-based QA to automated and real-time quality
- How to turn QA data into better coaching, agent performance and customer experience
- The biggest challenges contact centres face with QA and AI—and how to overcome them
- Where your operation sits on the QA maturity curve, and what to do next
Author: Scorebuddy
Reviewed by: Robyn Coppell
Published On: 11th Dec 2025
Read more about - Call and Contact Centre Events, Scorebuddy
