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.

Jay Minnucci

Revisiting Contact Center Schedule Adherence

Taking a Deep Dive into FCR

Customer Satisfaction Survey Erosion

Consultative WFM

Regifting for 2018

The SBR Balancing Act

Findings from the Frontline Supervisor Survey

Technology Worth Following

To a More Cost-Efficient 2018

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

Differentiator Series, Part 4: Nailing Priorities

Differentiator Series, Part 3: Optimizing the Exceptions

Differentiator Series, Part 2: Valuing the Agent

Differentiator Series, Part 1: Balancing the Contact Center Brain

Engaging the C-Wing

Accountability in the Contact Center

The Moment of Truth

A Culture of Trust

The Phone System App

Showing Up: Understanding & Improving Attendance