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Scorebuddy Launches QA & CX Intelligence Quarterly Pulse Report, Revealing Gap Between AI Strategy and Frontline Reality

On Monday, Dublin-based Scorebuddy released its inaugural QA & CX Intelligence Quarterly Pulse Report, surveying 600 contact center professionals to establish industry benchmarks for quality assurance and customer experience strategies.
Contact centers face rising operational strain, as 74% of teams increased quality assurance coverage over the past three months without adding headcount, while 58% report growing service expectations.
Despite 56% of organizations relying on AI for evaluations, only 24% of agents report that AI plays a central role in their daily work, exposing a gap between AI strategy and frontline reality.
Scorebuddy CEO Derek Corcoran stated that scale alone is insufficient, as 85% of professionals identified coaching as the most effective method to improve agent performance and link quality outcomes.
Future quarterly editions will continue tracking key metrics like coaching effectiveness and quality data, monitoring how the contact center industry adapts as technology matures and service expectations rise.

Insights by Ground AI