Jay Minnucci

Sharing my voice about the actions we can and should take.

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

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

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.

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.

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

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.

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.

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.