Quarterly QA & CX Intelligence Pulse, Second Edition

The AI Reality Check

AI-Powered. Human-Led.

Nearly half of contact centres have cut headcount betting on AI. Only 1 in 5 interactions are actually being handled by it. We surveyed 600 QA, CX and Ops leaders to find out what’s really happening behind the automation headlines, and what it means for how you score, coach and scale.

Date: Thursday 17 September 2026 Time: 8am PST, 11am EST, 4pm BST, Live plus On-Demand

46%

of contact centres have cut frontline headcount in the past year.

19%

of interactions are fully resolved by AI, end to end.

12%

of AI-generated QA scores are always human-reviewed.

600

QA, CX and Ops leaders surveyed across the contact centre industry.

The Gap No One’s Talking About

Every contact centre is telling the same AI story. Fewer people, more automation, smarter scoring.

Our latest research says the story does not add up. Headcount is being cut faster than automation can support it. QA scores are being trusted more than they are being checked. And the leaders under the most pressure to prove AI is working are the ones with the least independent data to do it.

This webinar is that data.

What You’ll Learn

Join us live as we unpack the full findings from the second edition of the Quarterly QA & CX Intelligence Pulse, a 600-respondent benchmark from real QA, CX, Ops and C-Suite leaders across the contact centre industry, and what they mean for your own AI and QA strategy.

On the agenda

The headcount vs automation gap: why cutting headcount ahead of AI capability is the riskiest bet in the room right now
The trust gap: the people being scored by AI trust it the least, and what that means for adoption and morale
The oversight gap: only 12% of AI QA scores get consistent human review, and what good enough oversight actually looks like
The leadership strain: why the pressure of this transition is landing on managers, not frontline agents
Benchmarking your own organisation: how to compare your AI adoption and QA maturity against the market, not just against last quarter

Why This Matters Now

Boards are asking whether AI investment is paying off. Compliance teams are asking whether scoring can hold up to scrutiny. Agents are asking whether the system judging their calls is fair.

Most organisations are answering all three questions with vendor claims and internal gut feel. This webinar gives you an independent benchmark instead, so you can walk into your next budget or board conversation with data, not assumptions.

Who Should Attend

QA Managers and Directors
CX Managers and Directors
Contact Centre and Operations Managers and Directors
COOs, Chief Customer Officers, Heads of Compliance
Risk and Compliance and VOC/Customer Insights teams

Why Scorebuddy

Scorebuddy commissioned this independent, 600-respondent study because we believe QA decisions should be made on evidence, not vendor promises. It is the same principle behind our platform: AI that extends human judgement, never replaces it.