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Jay Minnucci

Jay Minnucci
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Jay Minnucci is the President and Founder of Service Agility, a consulting and training company dedicated to improving customer service and call center operations. In this role, he provides strategic and tactical guidance across all industries for enterprises that seek to optimize customer interactions. Prior to starting his own firm, he spent 8 years as the Vice President of Consulting for the International Customer Management Institute (ICMI). Before becoming a consultant, he spent 17 years running mission-critical award winning call center operations.
Consultative WorkForce Management

Consultative WFM

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the...
Regifting Contact Center Tips

Regifting for 2018

Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round...
Balancing Skills-based Routing in the Contact Center

The SBR Balancing Act

Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in...
Contact Center Survey

Findings from the Frontline Supervisor Survey

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction...
Contact Center Technology Worth Following

Technology Worth Following

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...
A More Cost Efficient Contact Center in 2018

To a More Cost-Efficient 2018

Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do...
Differentiator Series, Part 5: Selling and Promoting the Contact Center

Differentiator Series, Part 5: Selling and Promoting the Contact Center

Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact...
Contact Center Priorities

Differentiator Series, Part 4: Nailing Priorities

We have reached the fourth installment of our five-part series on how the best contact centers differentiate themselves. (Be sure to read the previous...
Optimizing the Exceptions

Differentiator Series, Part 3: Optimizing the Exceptions

Contact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat...
Valuing Call Center Agents

Differentiator Series, Part 2: Valuing the Agent

Our people are our most valuable asset.” “Butts in seats.” It is hard to imagine two more diametrically opposed phrases. Spend time in a...
Balancing the Contact Center Brain

Differentiator Series, Part 1: Balancing the Contact Center Brain

Welcome to the first of five installments of our Differentiator series. In this group of articles, it is our goal to go beyond the...
Engaging the C-Wing

Engaging the C-Wing

Every organization is different, and one area where those differences are very pronounced is the value that the highest placed leaders apply to the...