Underutilized Metrics

FROM THE JUNE 2013 ISSUE

by Jay Minnucci June 1, 2013September 22, 2026

Underutilized Metrics — Illustration by Jean-Philippe Cabaroc

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.

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