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...
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...
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
Every organization is different, and one area where those differences are very pronounced is the value that the highest placed leaders apply to the...
Accountability in the Contact Center
“We want to make people more accountable.” Well, amen to that. As a concept, accountability has enormous appeal. It is discussed in relation to government,...
The Moment of Truth
My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17...
A Culture of Trust
Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
The Phone System App
Twenty years ago, I was standing on a loading dock directing the two trucks transporting our new ACD phone system into the building. Ours...
Showing Up: Understanding & Improving Attendance
Consider for a moment how much you invest in your agents. Salary and benefit costs are obvious. But don’t forget recruiting, hiring and training....
