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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.
Looking ahead to the future of the Contact Center Industry in 2020

Looking Ahead to 2020

Top-tier contact centers prepare for the future. It is one of the key ingredients to their performance success. They will be the first to...
Contact Center Re-Gifting 2017

Regifting for 2017

Can you believe it? It’s now seven years since we first dedicated our end-of-year Agility Factor column to our worldwide contact center regifting initiative...
3 Contact Center Technology Tips for Better Assisted Self Service

Getting Closer to the Customer

One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer...
Five ways to improve contact center agent engagement

5 Ways to Improve Engagement

Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it...
Conversing or Transacting in the Contact Center

Conversing or Transacting?

Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. service, virtual vs. brick and mortar, small vs....
When Dysfunction Strikes the Contact Center

When Dysfunction Strikes

When it happens, you know it. We’re not talking about the garden variety slump, or the occasional, inexplicably poor decision. Even the greatest organizations...
Welcome to Our Contact Center

Welcome to Our Contact Center!

You barely started reading this article, and you are already forming an opinion about it. Most importantly, you are deciding whether or not it...
Setting Service Level Objectives in the Call Center

Setting Service Level Objectives

X% answered in Y seconds. That’s the formula we use for service level calculations in contact centers. It can (and often should) be used...
Speech Analytics and Quality Monitoring

Speech Rec… or Speech Wreck?

We have been implementing and tweaking speech recognition systems on a pretty regular basis for the past 10 years. Many contact centers (especially the...
Call Center Work Environment Study

A Few Findings from Our Work Environment Survey

When you get down to it, the “big things” affecting agent job satisfaction rarely differ from one organization to the next. Wherever an agent...
Next Steps in Contact Center Agent Coaching

Coaching: The Radical Next Steps

Remember when “coaching” was represented by reports shoved in front of agents with lots of red circles accompanied by motivating messages like, “Good quality,...
Prepping for Next Years Call Center Budget

Prepping for Next Year’s Budget

Summer in the Northern Hemisphere is just about here, and that means warm weather, vacations and the opportunity to enjoy the great outdoors. For...