Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
Everything we have published, newest first.
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.
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.
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.
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.
An education services provider needed its knowledge management to work, not just exist. Rebuilding the practices around it, then the system itself.
The Paycheck Protection Program pushed $349 billion out in months and buried lenders in back-office work. How to prepare for volume nobody forecast.
Enrollment advisors at an education provider needed a repeatable way to guide students through admissions – finding the best practices, and training to them.
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.
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.
