From Agent QA to Customer Intelligence

This blog summarises the key points from a recent article by Derek Corcoran at Scorebuddy, exploring how contact centres are shifting from traditional QA towards broader CX intelligence, and the challenges involved.Most quality programmes were built around one fundamental question: Did the agent handle that conversation properly?It’s a simplified view of QA, but for years, this was the main question contact centres needed help answering.Today, that focus is starting to broaden.The conversa