Service Agility: An Independent Contact Center Consulting, Training and Outsourcing Firm

Jay Minnucci is the President and Founder of Service Agility, a consulting 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. His client list ranges from small start-up operations to large Fortune 500 corporations. 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.

Consulting Experience
Jay leads over 20 consulting assignments a year in the United States and abroad, including past projects in China, Australia, England, Canada, The Czech Republic, The Bahamas and Portugal. Some of the clients that Jay has worked with include:

Examples of the work Jay has done for these and other clients includes the following:

• Expert witness testimony support in a dispute between a client and a call center outsourcing vendor leading to a seven figure settlement
• Workflow optimization guidance for a large, multi-site claim processing and customer service organization, resulting in multi-million dollar gains in productivity and a 7 percentage point gain in employee satisfaction
• Coaching and performance optimization for a major health insurance company that identified the top performers in their 43-person frontline leadership staff and provided guidance for the others on how to achieve greater results
• Bid proposal and operational guidance for over five years for a government agency that, during this time, has cut operating costs in half, substantially improved disaster recovery capabilities, and recently won an award for performance excellence for a call center
• Strategic multi-site planning for a utility that recently merged and had to determine the optimum number and location of call centers to remain open
• Regular on-going support in managing all phases of growth for a business services organization that has grown over six years from 4 to 30 phone representatives

Speaking Engagements
Jay is a popular speaker at public and private conferences. He has delivered keynote sessions to over 500 conference participants and interactive, educational sessions to less than 10. His engaging style and emphasis on fresh, relevant content enables him to connect to participants ranging from CEOs to frontline customer service professionals. Past speaking engagements include the following:

• Annual Call Center Exhibit (ACCE) 2003 – 2008
• Call Center Demo (East and West) 2002 – 2008
• China Call Center Conference 2007
• National Catalog and Fulfillment Conference (NCOF) 2008
• Help Desk Institute 2007
• National Credit Union Call Center Conference 2007
• Numerous ICMI and Service Agility seminars for over 1000 customer service professionals

Writing
In addition to his consulting and speaking assignments, Jay has been published in a variety of industry journals. These include Call Center Magazine, Customer Management Insight, Foresight, Call Center Management Review, Business Communications Review, and the International Journal of Call Centers. He has written numerous articles for ICMI’s website, and was a key contributor to the latest edition of Call Center Management on Fast Forward, by Brad Cleveland.

Corporate Experience
Jay’s corporate experience includes management and leadership positions in an 800+ seat call center for both The Prudential and The Hartford insurance companies. Notable achievements during this time include:

• Establishment of an advanced workflow design that integrated self-service in a way that improved customer satisfaction while reducing costs by over $5 million annually
• Development of a staffing and costing methodology that forecasted workload, staffing, and costs to within 2% of actual on a regular monthly basis
• Improvement of service level results from the single digits to the upper 80s, thereby maximizing the incentive payout received from the client for 48 straight months
• Creation and oversight of a call center technology team that implemented new ACD, IVR, WFM, QM, and predictive dialing technologies

Contact
Jay Minnucci
President
Service Agility
jaym@serviceagility.com
(215) 679-5250