Irish customer experience intelligence platform Scorebuddy has announced launch of QA & CX Intelligence Quarterly Pulse Report, a new research series tracking how quality assurance, AI, coaching, and customer experience strategies are evolving across contact center industry.

The inaugural report, based on responses from 600 contact center professionals, reveals clear shift in how organisations are approaching quality and customer experience, with quality assurance moving beyond sample-based evaluation and becoming broader source of operational insight helping teams understand customer conversations, agent performance, risk, and behaviours shaping customer experience outcomes by The Manila Times.

The Dublin-based company's first edition establishes benchmark for industry at critical moment. Future quarterly editions will continue tracking key metrics such as quality assurance coverage, AI adoption, coaching effectiveness, team pressure, and role of quality data in customer experience decision-making.

The findings show contact centers are under pressure to increase visibility without adding complexity. According to report, 74% of contact centers increased quality assurance coverage in past three months, yet many teams are doing so without expanding headcount, creating growing need for scalable systems that can analyse more conversations, surface trends faster, and help teams focus their time where it has greatest impact.

AI adoption is also accelerating, with 56% of organisations now relying on AI for most evaluations or as central part of quality assurance, whilst more than half of senior leaders view AI as critical to their approach. However, only 24% of agents say AI plays central role in their day-to-day work, suggesting many organisations are still working through how to translate AI investment into practical, trusted workflows.

Explore how contact center intelligence platforms are tracking customer experience evolution through quarterly research benchmarks in the complete story.