Scorebuddy Blog

How to Turn AI Insights Into Agent Coaching - ScorebuddyCX

Derek Corcoran — Thu, 15 Oct 2026 08:41:44 GMT

Turning AI insights into agent coaching takes four things: someone to receive the finding, a behavior it points to, time in the week to sit down with the agent, and a check afterwards on whether anything changed.

QA Scores vs CSAT: Why They Don't Match - ScorebuddyCX

Derek Corcoran — Fri, 02 Oct 2026 11:28:07 GMT

Let's look at one conversation. The agent verified the customer, showed empathy, followed the process, read the disclosure and closed correctly. Every checkpoint passed and the call scored 96% in QA.

How Often Should Humans Review AI QA Scores? - ScorebuddyCX

Derek Corcoran — Mon, 28 Sep 2026 08:43:41 GMT

How often should a human review AI QA scores? There's no single correct number that applies to every organization. It depends on what the scores are used for, and that's going to differ from one contact center to the next.

Do Agents Trust AI QA Scores? Survey Findings - ScorebuddyCX

Derek Corcoran — Thu, 24 Sep 2026 10:39:36 GMT

Every quarter, the ScorebuddyCX QA & CX Intelligence Pulse Report surveys contact center professionals on how their teams really work. For the latest edition, the AI Reality Check, we asked 600 of them in the UK and US how much they trust AI QA scores to make decisions about agent performance. Among contact center managers, 76% said they do. Among customer service agents, the people those scores are actually about, 57% said the same.

Build Your Own QA Platform? The Real Cost - ScorebuddyCX

Daniel Becker — Mon, 21 Sep 2026 09:22:34 GMT

There has never been a better time to build software. AI coding agents have dramatically shortened the time from "Hmm, could this work?" to actual functioning prototype. We use them every day at ScorebuddyCX. And that's why I can tell you where the line must be drawn.

Measuring Vulnerable Customer Outcomes - ScorebuddyCX

Marianne Withers — Tue, 25 Aug 2026 13:55:23 GMT

I think I gave my clients a heart attack.

From QA to CX Intelligence: A CEO's View - ScorebuddyCX

Derek Corcoran — Thu, 20 Aug 2026 13:36:41 GMT

Most quality programs were built to answer one question: Did the agent handle that conversation properly?

Vulnerable Customers: Beyond Agent Coaching - ScorebuddyCX

Marianne Withers — Tue, 04 Aug 2026 10:42:40 GMT

I set up the first contact centre for a shirt brand, back in the early 1990s. It was outsourced to the company I worked for, we chatted to customers about collar sizes and sleeve lengths. Even then we used our data to find the real reason behind a call and fix any issues at the source. Contact centres were initially built to look after people, and plenty of them were vulnerable customers, but we didn't use the term back then, everyone was an important customer.

What is a Vulnerable Customer? We All Are - ScorebuddyCX

Marianne Withers — Thu, 16 Jul 2026 15:08:54 GMT

A few weeks ago I rubbed my eyes.

What Is Conversation Intelligence? - ScorebuddyCX

Derek Corcoran — Thu, 09 Jul 2026 14:12:02 GMT

Your company records thousands of customer conversations a month. It probably reviews a handful. Conversation intelligence is the software that closes that gap: it captures and transcribes those conversations, then analyzes them at scale to surface insight you can act on.