Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
Everything we have published, newest first.
Voyage Advisory LLC, UEI E7UEKCRTWL8, small business, incorporated Delaware 2018. What we do for federal agencies, four past performance summaries, and the NAICS codes to contract under.
Two leaders left a healthcare call center at once, with call efficiency at twice the industry benchmark and a year-long coaching gap.
Federal agencies spend $20B a year on contact centers, field 10-20% more calls than commercial ones, and resolve 60-70% on first contact against 80-90%.
The last question in the series, after who our clients are and why they choose us: what actually happens when you decide to start.
Operating model, service experience and transformation discipline across P&C, workers compensation, life and annuities, specialty and health.
One of our engagement models: end-to-end support from a clear statement of work through a proven methodology to the team that delivers it.
Big firms, smaller firms, technology vendors, internal teams or waiting – an honest look at what each option costs a leader facing high-stakes change.
Six qualities leaders tell us set the firm apart, starting with fluency in the details rather than surface-level strategy.
A short clip on the first of the three: serving customers better without breaking the budget or burning out the people who do the serving.
Directors, VPs and CEOs steering large organizations in utilities, financial services, government and supply chain. Who we work with, and on what.
A framework for reworking customer experience across retail, financial services, insurance and utilities: where AI personalization pays, where omnichannel breaks, and the seven steps between a maturity assessment and a service recovery loop.
Voyage Business Services exists because clients kept asking for the same thing: a BPO arrangement where somebody who answers to them stays in the room. The six-step model, the service scope, and what it has delivered.
Rethinking and Retooling the Coaching Process. An education services client had coaching that varied coach by coach. Building a standardized, measurable mentorship model that holds up at scale.
Elevating service, driving performance and putting technology to work – the three things we help leaders turn from priorities into results.
After Silicon Valley Bank and Signature failed, the calls come anyway. IVR messaging, workforce management and outreach that hold up in a crisis.
Speech Analytics Model | Fortune 500 Energy Company. A Fortune 500 energy company had a best-in-class speech analytics system and no governance. A 90% gain in category accuracy and $1M saved.
Contact Center and Operational Assessment: Suicide Hotline for a Healthcare Provider. An understaffed suicide hotline with 30-plus work types, rising attrition and no quality program. Fixing staffing, scheduling, technology and role clarity.
Contact Center Optimization: Achieve Service Excellence. How a credit union service organization rebuilt its member service center in 20 weeks – two weeks of analysis, then an 18-week implementation.
An education services provider needed its knowledge management to work, not just exist. Rebuilding the practices around it, then the system itself.
Companies offer more non-voice channels than ever, and most of them are miserable to use. What separates a designed channel from an offered one.
What queueing theory says actually drives long waits – volume, handle time and staffing – and how to hold service standards when demand is uncertain.
Enrollment advisors at an education provider needed a repeatable way to guide students through admissions – finding the best practices, and training to them.
Starbucks stars and airline status work on you every day. How to use the same pull on service quality: named behaviors, balanced metrics, real rewards.
The eight areas a Voyage service operations assessment covers, from workforce planning to telephony and unit cost, with three engagements it has run: 30M calls a year across six sites, a 4,000-FTE quality transformation, and a 400-agent sales effectiveness build.
