The Voyage Advisory Blog

Whether you’re aware of it or not, you’re influenced by the concept of gamification on a daily basis. My 10-year-old son is just beginning to feel the pull of the rewards “stars” that come with purchases made using the Starbucks app. It’s tempting to attribute the...

What’s causing the long wait times? Currently, contact centers are telling customers they have very long wait times if you’d like to talk to someone. Airlines are encouraging calls only within a few days of travel. If you were to log into your bank account online...

Without some decisive action now, we could be on the precipice of a fraud and identity theft disaster on the heels of the COVID-19 epidemic. Many contact centers regularly handle: - Social security numbers - Credit card numbers - Addresses Contact centers are working...

The United States Congress passed a stimulus program a few weeks back, including the Paycheck Protection Program (“PPP”). The PPP authorized up to $349 billion in loans to small businesses to pay their employees during the COVID-19 crisis. PPP loans are forgivable up...

I live on Chicago’s North Side, and two of my favorite places are closed at the moment due to COVID-19. One of these places, called Templestowe Pub, feels like it’s straight out of the old comedy show Cheers. It’s a simple bar with six draft beer lines, trivia on...

The graphic below relays our perspective on marketplace trends this year, based upon conversations with many companies in customer service environments in a variety of industries.

Customer service environments, and contact centers in particular, tend to have a multiplicity of data. When focused and reviewed regularly and strategically, the available data enables organizations to provide superior customer experience and decrease operating costs....

We drove through several miles of low-rise public housing to reach our destination. A security guard studied us carefully from a watchtower when we arrived at a 20 foot high fence, complete with barbed wire. It was a scene straight out of a spy movie: a covert...

As customers, we only reach out to companies when we need help. We consider it a victory when we navigate through the automated phone prompts to finally connect with a human voice. It adds insult to injury when our issue is not resolved on the initial call – forcing...