Our Consulting Team

Our consulting practice is focused on call center, contact center and customer relationship management (CRM) strategy, technology and management. As objective advisors, we offer the right advice, in the right measure, with no vested interest other than what's best for our clients. And, we have decades of experience behind us.  Below you will find biographic information on our key consulting associates.

Martin Prunty is a highly-respected consultant, writer, thought leader and speaker in the field of contact center management and technology.  For over 20 years, he has worked with a variety of organizations across multiple industries, providing the analysis and guidance required to improve the manner in which customer sales, service and support are delivered.    

Over the course of his career, Martin has been an active call center consultant for over 15 years. After successfully managing his own practice, he was instrumental in forming and managing an international call center consulting practice with over 30 consultants specializing in the financial services industry.  His experience also includes his work with IBM Global Business Services, where he held the position of Contact Center Practice Leader.

He has maintained a close relationship with International Customer Management Institute (ICMI), and was designated its first Certified Consulting Associate. Through this relationship, he has trained over a thousand call center managers in numerous countries on the most effective methods of managing call center environments. He has also completed consulting assignments for a variety of Fortune 500 companies including Xerox, Cigna, Siemens, MasterCard International and others.

In addition to his active consultant role, he has also functioned as an advisor to foreign companies setting up outsourcing operations in the US. He developed the highly acclaimed seminar, “The Road Ahead to the Next Generation Call Center,” a seminar focused on the future of call centers, which he has presented on three continents. Prunty has been a keynote speaker at a variety of call center events across the United States, Canada, United Kingdom, Norway, Iceland, Italy, Ireland, Germany, Australia, Malaysia and Singapore. He is frequently quoted in trade journals and is the author of many industry-related articles in publications such as Call Center Management Journal, Business Communications Review, Call Center Magazine and Bank Systems and Technology.

Prunty received the Call Center Pioneer Award, an honor bestowed upon him by Call Center Magazine for achievements that have had a significant impact on the industry.  Martin has also been a member of the Society of Telecommunications Consultants and served on its board of directors from 1990 to 1992. 

Tim Montgomery

As a seasoned industry executive, popular speaker and highly regarded consultant, Tim Montgomery has guided thousands of contact center agents and leaders to improve individual and team performance, and exceed operational objectives.  Drawing from these interactions and his extensive real-world experience, Tim founded The Service Level Group to help customer service centers leverage the competitive advantages they have right at their finger tips.  Tim is part of an elite group of independent consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI). He is also a professional member of the National Speakers Association (NSA). 

Tim’s firm grasp of real-world contact center solutions began with 14 years of hands-on operational experience.    During his career, he held a variety of leadership positions – everything from Call Center Manager to Vice President of Sales and Operations.  Tim’s contact center leadership experience was fine-tuned by leading contact center and customer service operations for three of the most celebrated companies in the world – USAA, The Coca-Cola Company and The SCOOTER Store.  Tim’s professional career also includes active duty and reserve assignments in the United States Navy.

Prior to founding The Service Level Group, Tim was a Consultant, Seminar Leader and Technology Advisor for the International Customer Management Institute (ICMI).   Tim’s expertise in customer service and contact center operations has allowed him to lead a wide range of consulting engagements for companies in a variety of industries.   His consulting clients have included some of the most recognized organizations in America – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance,  Premera Blue Cross, Deluxe Corporation, SWBC, Allstate, Kodak, Liberty Mutual, Cinergy, Meguiar’s,  Golden West Technologies, Isagenix,  Department of Veterans Affairs, The Gartner Group, Home Properties, Amerigroup, Prime Therapeutics and many more.  

Tim has written articles and whitepapers on a variety of management, customer service, and contact center topics. His work has been featured in many global publications, industry journals and position papers.  He is also a contributing author to highly regarded books on Leadership and Business Management, Customer Relationship Management, Call Center Operations Management and People Management

Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certificate from Villanova University.

Jay Minnucci

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.  His client list ranges from small start-up operations to large Fortune 500 corporations.  Prior to starting his own firm, he spent 8 years as the Vice President of Consulting for the International Customer Management Institute (ICMI).  Before becoming a consultant, he spent 17 years running mission-critical award winning call center operations.

Consulting Experience

Jay leads over 20 consulting assignments a year in the United States and abroad, including past projects in China, Australia, England, Canada, The Czech Republic, The Bahamas and Portugal.  Some of the clients that Jay has worked with include:

Our Network

CCPro maintains a network of experienced call center consultants who regularly participate in projects.  Through this network, we are able to favorably compete with larger firms and can tailor our team selection to the needs of any given client.