Date: 24th Sept 2026 | 8am PST | 11am EST | 4pm BST
Location: Virtual
Join Scorebuddy’s CX Excellence Masterclass on 24 September 2026 for a practical session on how to connect your QA scores directly to customer satisfaction and use that link to spot early warning signs before they become bigger problems.
Hosted by Aaron Mulville from their Account Management team, this session will show you how two powerful capabilities in ScorebuddyCX, sentiment and topic analysis paired with the new CSAT scoring model, can transform how you understand and act on your quality data.
Whether you are already using ScorebuddyCX or exploring how QA and CX insight could work together in your contact centre, this masterclass will give you clear, practical guidance you can apply to your own quality programme.
In this session, Aaron will walk through how to connect QA performance to customer experience in a way that is measurable, visible and actionable.
You’ll learn how to:
- Understand how sentiment and topic analysis surfaces the “why” behind quality scores
- Use the new CSAT scoring model to link QA and customer satisfaction explicitly
- Identify early warning signs in customer conversations before they escalate
- Move beyond QA scores and CSAT as separate conversations
- Apply practical examples of how QA insight translates into CX improvement
- Use conversation data to build a clearer picture of what is driving customer outcomes
- Turn quality intelligence into action across your contact centre teams
Author: ScorebuddyCX
Reviewed by: Jo Robinson
Published On: 5th Aug 2026
Read more about - Call and Contact Centre Events, ScorebuddyCX
