Scorebuddy Blog 2025

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.

How to Support Vulnerable Customers - ScorebuddyCX

Derek Corcoran — Mon, 22 Jun 2026 13:26:12 GMT

Sometimes when a customer calls, their voice is just off. Maybe they mention a diagnosis they got last week. Maybe they go quiet when the overdue balance comes up. Your agent has a few seconds to notice (and act), and all they've got is a generic script that simply doesn't account for something like that.

Contact Center Compliance: How QA Reduces Risk - ScorebuddyCX

Derek Corcoran — Tue, 28 Apr 2026 14:28:25 GMT

Contact center compliance is the practice of ensuring that customer interactions meet the regulatory, legal, and internal policy requirements that govern how agents communicate with customers.

Call Center Learning Management System: What It Is - ScorebuddyCX

Derek Corcoran — Tue, 28 Apr 2026 13:54:29 GMT

A call center learning management system is a platform that delivers, tracks, and manages training content for contact center agents.

Rather than relying on ad hoc sessions and informal knowledge sharing, an LMS gives contact centers a structured infrastructure for onboarding new agents, upskilling existing ones, delivering compliance training, and measuring whether learning is actually translating into performance improvement.

Quality Assurance in BPO Contact Centers at Scale - ScorebuddyCX

Derek Corcoran — Tue, 28 Apr 2026 13:19:54 GMT

Quality assurance in BPO contact centers is the structured practice of monitoring, evaluating, and improving agent interactions to ensure outsourced customer service operations consistently meet the standards clients expect.

Conversation Intelligence Software: What It Is - Scorebuddy

Derek Corcoran — Fri, 24 Apr 2026 15:53:39 GMT

Conversation intelligence software is a technology that automatically captures, transcribes, and analyzes customer interactions to surface insights about agent performance, customer behavior, conversation outcomes, and more.

Call Center Agent Coaching: How It Works With QA - Scorebuddy

Derek Corcoran — Fri, 24 Apr 2026 15:53:12 GMT

Call center agent coaching is the structured process of developing agent performance through regular, evidence-based feedback conversations.

Call Center Quality Assurance Best Practices - Scorebuddy

Derek Corcoran — Fri, 24 Apr 2026 15:52:41 GMT

Call center quality assurance best practices are the principles and processes that separate QA programs that are delivering measurable performance improvement from those that generate scores nobody acts on.

Call Center Business Intelligence: Using the Data - Scorebuddy

Derek Corcoran — Fri, 24 Apr 2026 11:20:55 GMT

Call center business intelligence is the practice of collecting, analyzing, and presenting operational data from a contact center in ways that support better decision-making.

It pulls together information from across the contact center, including call volumes, handle times, quality scores, agent performance, and customer satisfaction metrics, and organizes it into dashboards and reports that give managers and leaders a clear picture of what's happening and, crucially, why it’s happening.

Without it, you can end up making decisions based on instinct and incomplete information.