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.

People Development Research