After spending more than a decade in the customer experience industry, three friends, Jaime Scott, Michelle Dinsmore and Alex Richards, decided to launch their own company, EvaluAgent, to develop quality assurance testing software for contact centers.
The three co-founders say that they were motivated by a shared desire to find a solution to the problem of contact center manager overwork. Reviewing customer calls and texts for quality assurance calls takes time — so much time, in fact, that it’s rarely done regularly. According to one source, only between 1% and 2% of calls to a contact center actually get evaluated.
“At its heart, the contact center’s role is to serve customers,” Scott, who serves as the company’s CEO, told TechCrunch in an email interview. “Those customers are human beings and, as such, are always...
