Jay Minnucci

Service Agility

Founding Advisor

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.

Articles by Jay Minnucci

Revisiting Schedule Adherence

Adherence is too important to be ignored, but our traditional approach to measuring and managing it does not fit the reality of today.

Operations Workforce Management

Taking a Deep Dive into FCR

Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.

Operations Service Delivery Reporting

Survey Erosion

Feedback is a good thing, especially when it comes directly from the source. But too much of a good thing can be a bad thing, and we are treading very close to that line of demarcation.

Strategy Customer Experience

Regifting for 2018

Even though everyone who calls a meeting thinks it is really, really important, it turns out they are really, really wrong pretty much every time.

People Culture

Consultative WFM

Moving a contact center from this combative structure to a more unified management approach requires strategic role redesign along with tactical behavioral changes.

Operations Collaboration

What the Frontline Supervisor Survey Says

More than half of the supervisors out there in our contact centers have been provided a trace amount or no leadership training. If any data point screamed “Fix Me!!” in this survey, this is it.


The SBR Balancing Act

SBR comes in many forms, is exceedingly powerful, and may be the least understood and most error-prone piece of technology you can find in a contact center.

Operations Service Delivery

Technology Worth Following

You can’t fight changes in customer behavior, and as their expectations change we either keep pace or lose customers.


To a More Cost-Efficient 2018

There are plenty of steps that can be taken now, in 2017, that will bring down expenses next year and help you hit those targets that otherwise seem out of reach.

Operations management

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

Some organizational leaders are fully bought into the long-term benefits of satisfied customers, but others need proof.

Strategy Visibility Strategic management