Jay Minnucci
Founder and President
Service Agility

With such a challenging vocation, contact center leaders need access to leading-edge information and diverse, expert opinion on how to make the most of it. Conferences and seminars allow some of that, and there are online resources that offer a little give and take with discussion groups. For my money, though, nothing helps to bring an industry together better than a high-quality publication. The combination of thought-provoking articles and wide reach helps to galvanize the users, vendors, and support staff that collectively makes up a profession.

When offered the opportunity to write a regular column for Contact Center Pipeline, I didn't hesitate one minute to accept. Our jobs in this industry are important, and that importance goes beyond meeting internal performance objectives and cutting costs. We provide the

human connection behind the products and services our organizations offer the market. Time and time again, studies prove the support provided by our contact centers make the difference in the lives of our customers. A publication like Contact Center Pipeline, with experienced industry leaders behind it, will help us all to do our jobs better. I am excited to be a part of that movement!


Jay Minnucci helps organizations enhance their customer interactions—in both contact center and face-to-face service environments -- through strategic and tactical programs, such as workflow and performance optimization, resource utilization, quality assurance, and monitoring and analysis. During his 20 years in the industry, Jay served as the vice president of consulting for the International Customer Management Institute and led mission-critical, award-winning call center operations for Fortune 500 corporations and start-up firms in the U.S. and abroad. He is a well-known and highly sought-after contributor to conference programs, articles, training and books, such as “Call Center Management on Fast Forward.”