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Call Center Representative

Contact Center Consulting

Discover how a deep level of expertise and a commitment to quantifiable results can help you meet the challenges of tomorrow





Refine your strategy and align it to customer experience goals and performance objectives.



Identify your best performance improvement opportunities and inspire your team to act.



Discover forecasting and modeling techniques that help workforce management do more with less.



Work with an industry leader to transform your interactive voice response greetings and menus into a positive first impression.



Educate frontline leaders with critical principles and watch their coaching skills soar.



Use our proprietary modeling to get the most from your phone system's skilled based routing capabilities.



Get an assessment from an industry leader. We have written best practices across multiple call center disciplines, and we know that the art of contact center management lies in the ability to customize them for your unique environment. Choose from some or all of the following areas:

  • Customer Satisfaction Surveying

  • Employee Engagement

  • Performance Coaching

  • Hiring 

  • Training

  • Quality Monitoring

  • Workforce Management

  • Reporting and Metrics

  • Call Design, including IVR and SBR

  • Phone and Related Technology

  • Content Management and Call Handling

Assessment Starting Point
WFM Analyst

WFM Expertise

Workforce Management (WFM) is the great enabler.  Get the numbers right, and there are no limits to what you can do.  But when the numbers are wrong, everything suffers.

WFM is a unique and important specialty, and talent is in short supply.  We've developed best practices, built long term staffing models, enhanced communication techniques and improved WFM operations for clients in every industry.  Raise your WFM performance to the next level with the help  of our expert services in the following areas:

  • WFM Assessments

  • Long Term Capacity Modeling

  • Enhanced Forecasting

  • WFM Training (for all levels)

IVR Programming

IVR Expertise

Your IVR welcomes each and every customer to your service center.  First impressions matter - what does yours say to your customer?

Let us help you transform your greeting to one that increases self service utilization and reduces agent workload while decreasing customer effort.  It's higher satisfaction at lower cost, and we can deliver it a number of ways:

  • IVR Design Services

  • IVR C-Sat Benchmarking

  • Skills Based Routing Enhancement

  • Any combination of the above

Expert Witness Services

Our Founder, Jay Minnucci, has served as a call center expert witness in eight cases.  He has been deposed four times and testified in three cases, including once in federal court.  His forty years of contact center experience includes a deep knowledge set in the following areas:

  • Call center outsourcing practices and operations

  • Contracting for outsourcing services

  • Contact center performance standards

  • Hiring and training practices

  • Forecasting and scheduling practices

  • Call center analytics

  • Technology features and utilization

Expert witness

Expert Witness
Service Agility Difference


We are passionate.  We share your dedication to serving the customer.  We understand the challenges of running of a contact center because we have done it.  We engage at all levels, and we believe that all team members are vitally important to the contact center. We are advocates for the industry and for all those that have chosen it as a profession.

We are experienced.  We have worked in every industry and in over a dozen countries.  We have clients ranging from small single-site operations with less than 20 agents to large multi-site centers that employ thousands.  We have consulted for over 100 clients.  We have trained over 1000 supervisors and managers.  We have spoken at dozens of conferences.  We have written over 100 articles as a featured front page author for the industry journal Contact Center Pipeline.  We have provided expert witness testimony in three different cases involving call centers, all resulting in favorable outcomes.

We are different.  We ensure that our President and Founder, Jay Minnucci, is actively involved in every project.  We work under a fixed fee model, and we keep working until you are satisfied that all objectives have been met.  We answer questions and discuss updates on any in-scope topics free of charge after project completion.  We stay in touch after we leave, providing you with relevant insights and updates to help your center improve.   We respect your time, and we value our relationship with you. 

Contact Service Agility



Tel:  267.733.8778

For any general inquiries, please fill in the following contact form:

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