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Jay Minnucci

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.
Platinum Service

What Comes First: Platinum Status or Platinum Service?

I travel often, and so I am generally at one of the highest status levels for the airline I fly, the hotel where I...
Underutilized Metrics

Underutilized Metrics

We have a great many data points at our disposal in contact centers. The best ones, though, are not necessarily those that are the...
Valuing the Frontline Role

Valuing the Frontline Role

Generally speaking, many contact centers do an excellent job of discovering and rewarding great performance. Whether through reports, monitored calls or customer satisfaction surveys,...
First Contact Resolution

Finding Your FCR Opportunities

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...
Slow service

What Causes Slow Service?

Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better...