Service Agility


Service Agility is consulting organization that provides strategic and tactical guidance for Contact Centers looking to improve customer satisfaction levels and efficiency of service operations. Service Agility offers industry expertise, real-world experience, knowledge transfer proficiency, and guidance.

Jay Minnucci, the President and Founder of Service Agility, spent eight years as the Vice President of Consulting for the International Customer Management Institute (ICMI) before starting this company. Additionally, before becoming a consultant he spent 17 years running mission critical award winning Call Center operations. This extensive and impressive history in the Contact Center environment uniquely positions Jay Minnucci and Service Agility to provide guidance and assistance for Contact Centers of various kinds. For more information, visit


A partnership between Wilmac and Service Agility provides our customers with a wealth of Contact Center knowledge and expertise built by decades of success in the industry. Through Wilmac, our customers can access Service Agility’s wide range of Contact Center assessment and training solutions. Whether you are looking to increase operational efficiency and/or decrease operational costs, Service Agility and Wilmac can help. 


  • Comprehensive Assessment
  • Workforce Management (WFM) Assessment
  • IVR Design Review
  • HTO – Handle Time Optimization

Tags: Contact Center

Have a question? For assistance call 1.800.836.1160 or send us a message.