Verint Boundless

Jay Minnucci

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http://www.serviceagility.com/
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.
Contact Center Schedule Adherence

Revisiting Contact Center Schedule Adherence

Jay Minnucci -

Taking a Deep Dive into FCR

Jay Minnucci -
Customer Satisfaction Survey Erosion

Customer Satisfaction Survey Erosion

Jay Minnucci -
Consultative WorkForce Management

Consultative WFM

Jay Minnucci -
Regifting Contact Center Tips

Regifting for 2018

Jay Minnucci -
Balancing Skills-based Routing in the Contact Center

The SBR Balancing Act

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Contact Center Survey

Findings from the Frontline Supervisor Survey

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Contact Center Technology Worth Following

Technology Worth Following

Jay Minnucci -
A More Cost Efficient Contact Center in 2018

To a More Cost-Efficient 2018

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

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

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Contact Center Priorities

Differentiator Series, Part 4: Nailing Priorities

Jay Minnucci -
Optimizing the Exceptions

Differentiator Series, Part 3: Optimizing the Exceptions

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Valuing Call Center Agents

Differentiator Series, Part 2: Valuing the Agent

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Balancing the Contact Center Brain

Differentiator Series, Part 1: Balancing the Contact Center Brain

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Engaging the C-Wing

Engaging the C-Wing

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Accountability of agents in the Contact Center

Accountability in the Contact Center

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Moment of Truth in the Contact Center

The Moment of Truth

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Contact Center Culture of Trust

A Culture of Trust

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Cloud based phone system app

The Phone System App

Jay Minnucci -
promoting a culture of attendance

Showing Up: Understanding & Improving Attendance

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