Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
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One records framework across disconnected repositories
Records scattered across disconnected repositories with no governance model. Building enterprise standards for classification, metadata and retention.
Everything we have published, newest first.
A short clip on driving performance: what it takes to get past outdated processes and the hidden inefficiencies that leave value on the table.
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.
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.
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.
Fireproofing, skyscrapers and a new plan for the city came out of the 1871 fire. A short film on what rebuilding from the ashes looks like for a business.
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.
Public cloud went from 12% of North American enterprises in 2013 to near-ubiquitous within five years. What that buys in agility, remote work and cost.
The Paycheck Protection Program pushed $349 billion out in months and buried lenders in back-office work. How to prepare for volume nobody forecast.
What queueing theory says actually drives long waits – volume, handle time and staffing – and how to hold service standards when demand is uncertain.
