In this session, Aaron will walk through how to connect QA performance to customer experience in a way that is measurable, visible and actionable.

You'll learn how to:

• Understand how sentiment and topic analysis surfaces the "why" behind quality scores

• Use the new CSAT scoring model to link QA and customer satisfaction explicitly

• Identify early warning signs in customer conversations before they escalate

• Move beyond QA scores and CSAT as separate conversations

• Apply practical examples of how QA insight translates into CX improvement

• Use conversation data to build a clearer picture of what is driving customer outcomes

• Turn quality intelligence into action across your contact centre teams

For years, QA scores and CSAT have been treated as adjacent but separate conversations. This masterclass changes that.

Sentiment and topic analysis, paired with ScorebuddyCX's new CSAT scoring model, gives contact centre teams the tools to make that connection explicit, understanding not just how interactions are scored, but why customers feel the way they do about them.

You'll come away with a clearer understanding of how to use these capabilities together, practical steps for applying them in your own quality programme, and the confidence to turn conversation insight into better customer outcomes.

This masterclass is ideal for:

• ScorebuddyCX customers who want to connect their QA and CX data more effectively

• QA leaders looking to understand the drivers behind their quality scores

• CX leaders who want earlier visibility of emerging customer experience issues

• Contact centre managers exploring how sentiment and CSAT insight can improve performance

• Teams considering ScorebuddyCX and looking to understand what CX intelligence can deliver