Agile or Clumsy: How Does Your Contact Center Rank?

Beyond making sure they get what they want and have positive experiences with agents when they phone in orders, perhaps the thing customers value most is the time they spend on the phone with you. In a session at the recent National Conference on Operations & Fulfillment in Las Vegas called “The Need for Speed in the Contact Center,” Jay Minnucci, president of the Philadelphia-based contact-center consulting firm Service Agility, outlined ways contact centers should operate with agility rather than clumsiness.