PIPELINE PUBLISHING GROUP, INC. ALL RIGHTS RESERVED.
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.
Operations Workforce Management
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
Strategy Customer Experience
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.
Operations Service Delivery
You can’t fight changes in customer behavior, and as their expectations change we either keep pace or lose customers.
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.
Some organizational leaders are fully bought into the long-term benefits of satisfied customers, but others need proof.
Strategy Visibility Strategic management