Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
Read online or take the PDF with you.
Nothing published yet on contact center in utilities. Here is the closest work we have.
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.
Senior practitioners for underwriting, claims, policy administration, product delivery and PMO governance, deployed against milestones not a bench.
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%.
Operating model, service experience and transformation discipline across P&C, workers compensation, life and annuities, specialty and health.
Organizations onboarding at volume lose quality first and people second. A six-step onboarding program that cut early turnover 25 percent, raised onboarding satisfaction 30 percent, and shortened time to productivity by 20 percent.
A warehouse move is a supply chain event with a deadline. A four-phase framework covering inventory, systems, labour and facilities, and a 30 percent reduction in relocation-related downtime.
Most organizations do not have an AI problem, they have a sequencing problem. A seven-step path from maturity assessment to scaled deployment, with what it has produced in healthcare, financial services, utilities and manufacturing.
Where AI earns its place in a utility: smart grid optimization, customer experience, and predictive maintenance. The three opportunities, what each one changes, and the role Voyage plays across five functions.
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.
SAP, Oracle, Dynamics and CIS migrations fail in predictable ways: low adoption, training gaps, thin staffing and no change management. A six-part recovery approach, and what it has recovered.
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.
Managed IT services save 20 to 30 percent against internal hiring and cut hiring time by half. The roles Voyage places, the three engagement models, and where each one fits.
Organizations with strong PMOs achieve 28 percent higher ROI, per McKinsey, and 68 percent now run hybrid frameworks. A six-step approach to establishing or redesigning a PMO, and the four things it delivers.
Why the usual three options fail, and what a program office actually needs: change practitioners with Prosci credentials, data scientists, Six Sigma process people, and program managers who have run a center of excellence before.
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.
Two ways to run organizational change management, on Prosci and the ADKAR model: stand up your own practice, or have Voyage manage change at the project level.
Six workstreams for a plant that needs throughput rather than a strategy deck: the system for managing, process design, talent, safety, analytics, and supply chain, handed to a center of excellence at the end.
