Jay Minnucci, Author at Contact Center Pipeline - Page 5 of 6

cut attrition

Coaching and Training, Engagement, People, Turnover

Agent Attrition: Time for a Change

by Jay Minnucci September 1, 2014September 22, 2026

Long Term Cost Management

Metrics, Operations, Strategy, Values - Visibility - Vision

Long-Term Cost Management

by Jay Minnucci August 1, 2014September 22, 2026

Video Chat for Customer Service in the Contact Center

Assisted Service, Strategy, Technology

Video in the Contact Center

by Jay Minnucci July 1, 2014September 9, 2026

Call Center Outsourcing Decisions

Business Process Outsourcing, Leadership, Operations, Strategy

The Outsourcing Decision

by Jay Minnucci June 1, 2014September 22, 2026

Speech Analytics and Quality Monitoring

Metrics, Operations, People, Performance Management

Speech Analytics and Quality Monitoring

by Jay Minnucci May 1, 2014September 9, 2026

Proactive Do's and Don'ts

Customer Experience, Strategy, Values - Visibility - Vision

Proactive Do’s and Don’ts

by Jay Minnucci April 1, 2014September 9, 2026

Training Call Center Frontline Leaders for Customer Service

Coaching and Training, Metrics, Operations, People, Workforce Management

Training Frontline Leaders

by Jay Minnucci March 1, 2014September 22, 2026

Engaging the C-Wing

Operations, Strategy, Values - Visibility - Vision

Engaging the C-Wing

by Jay Minnucci January 1, 2014September 9, 2026

The Power of Collaboration in the Contact Call Center

Communications, Culture, People, Workplace Environment

The Power of Collaboration

by Jay Minnucci October 1, 2013September 9, 2026

The Impact of Mobile

Self-Service, Strategy, Technology

The Impact of Mobile

by Jay Minnucci September 1, 2013September 9, 2026

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