How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses

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’ve ever wondered how to move beyond manual scoring and truly unlock the value hidden in your customer interactions, this conversation is a must-watch. Main Description: Customer experience is evolving fast — and QA is no longer just about checking boxes. In this exclusive chat, Scorebuddy’s Derek Corcoran reveals how AI, automation, and analytics are reshaping the way organizations understand agent performance, customer behavior, and business outcomes. Here’s what you’ll learn: 🔍 From Manual to Meaningful: How moving from spreadsheets to AI-powered QA unlocks faster insights and greater consistency across teams. 💬 Beyond the Microscope: How conversation analytics give CX leaders visibility into previously hidden trends and customer pain points. 🤖 AI-Powered Impact: Why automated scoring and performance summaries are freeing evaluators to focus on coaching and strategic development. 📊 CX Intelligence for the C-Suite: How BI dashboards are bridging the gap between QA teams and executive decision-making. Next Steps:  ✅ Watch the full interview to hear Derek’s roadmap for building an AI-enhanced QA strategy.  ✅ Explore Scorebuddy’s AI QA solutions to see how they can transform your contact center operations.  ✅ Subscribe to CX Today for more expert insights on the technologies shaping the future of customer experience.