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Transform Yesterday’s IVR into Tomorrow’s CX Platform


Mar 6, 2019 3:50 PM Eastern Time (US and Canada)

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Jay Minnucci
President @Service Agility
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. In addition to consulting work, Jay is on the editorial board and writes articles for the Contact Center Pipeline. He has contributed to a variety of other journals, studies, and books, has taught a number of classes on call center management, and is a featured speaker at many industry conferences. He has been used as an expert witness in three cases involving call center issues, all with a favorable outcome. Before becoming a consultant, Jay spent 17 years running mission-critical award winning call center operations.