Jay Minnucci
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.
Revisiting Contact Center Schedule Adherence
When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...
Taking a Deep Dive into FCR
No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today,...
Customer Satisfaction Survey Erosion
In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could...
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 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...
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...
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...
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...
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
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact...
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...
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...
