Jay Minnucci

Call Center Expert - Outsourcing, Operations

Specialties & Experience of this Expert Witness

Additional Information

I have over forty years of experience in the call center industry. Seventeen of these years were spent managing/leading a call center and for 24+ years I have been employed as a leading consultant in the industry. I have completed consulting assignments for over 100 clients in more than a dozen countries, written over 100 articles on call center best practices, trained over 1000 managers and spoken at dozens of conferences. I've worked on a number of cases involving call center clients and outsourcers and have reviewed/analyzed dozens of contracts in the call center outsourcing industry. I've worked as an expert witness on eight cases, having been deposed six times. I've testified before a judge, a state appeals board, and in federal court. My specific areas of expertise include: - hiring, training, retention and attrition of call center agents and supervisors/managers - call center best practices and performance standards - forecasting, staffing and scheduling for a call center - technology features, standards and governance - all facets of call center outsourcing, including contracting, operations, best practices, billing/invoicing, technology management and client communication I have worked with clients in virtually every industry. Most of my experience is with inbound operations (service, sales, tech support, etc.) but I also have a strong knowledge of outbound calling practices and back office operations that are common to most call centers.