Scorebuddy Releases New QA & CX Report

Scorebuddy has launched its QA & CX Intelligence Quarterly Pulse Report.

This is their new research series examining how quality assurance, AI, coaching, and customer experience practices are changing across the contact centre industry.

The first report is based on responses from 600 contact centre professionals and highlights a shift in how organisations use QA.

Rather than relying only on sample-based evaluation, QA is increasingly being used as a wider operational tool to analyse customer conversations, agent performance, risk, and the behaviours that influence customer experience outcomes.

The findings suggest contact centres are under pressure to increase visibility without adding complexity.

The report states, “74% of contact centres increased QA coverage in the past three months,” while many have done so without increasing headcount.

This points to a growing need for scalable systems that can process more interactions and surface insights efficiently.

AI adoption is rising, but the report identifies a gap between leadership strategy and day-to-day use. It notes that “56% of organizations now rely on AI for most evaluations or as a central part of QA,” and that “more than half of senior leaders view AI as critical to their approach.”

However, “only 24% of agents say AI plays a central role in their day-to-day work,” suggesting uneven integration across teams.

The report also highlights rising operational pressure, with “58% of teams are experiencing rising strain,” alongside expectations for faster feedback and more consistent service outcomes.

Despite increased automation, human development remains central, as “85% of professionals identified coaching as the most effective way to improve performance.”

Overall, the findings point to an industry transition from adopting AI in QA towards focusing on how to turn expanded conversation data into usable, consistent improvements in customer experience.

As described in the report, “AI is changing the scale of what contact centres can understand, but scale alone is not enough,” said Derek Corcoran, CEO of Scorebuddy.

“The real opportunity is closing the loop between insight and action. This report shows that QA is becoming a foundation for CX intelligence, especially when AI efficiency is paired with human judgment, targeted coaching, and clear performance data.”

Scorebuddy positions its platform as a way to connect QA data, AI-driven insights, coaching, learning tools, automation, and analytics, with the aim of turning customer interactions into measurable performance improvements and business outcomes.

Download your copy of the Pulse Report.

For more information about Scorebuddy - visit the Scorebuddy Website

About Scorebuddy

Scorebuddy is an AI-powered CX intelligence platform, built by QA experts. It connects quality assurance, conversation analytics, and coaching to deliver measurable business impact.

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Author: Hannah Swankie
Reviewed by: Jo Robinson