Posted inStrategy
Author Archives: Jay Minnucci
Jay Minnucci is the Founder and President of Service Agility, a consulting and training company dedicated to improving customer service and call center operations.
Posted inMetrics, Operations
Taking a Deep Dive into FCR
Posted inIndustry Research, Leadership, Strategy
Survey Erosion
Posted inPeople
Regifting for 2018
Posted inLeadership, Operations, Strategy, Workforce Management
Consultative WFM
Posted inTechnology
Technology Worth Following
Posted inStrategy
