The Voyage Advisory Blog
Industry news and insights from our team of experts.
Why contact centers have 1+ hour wait times now and what to do about it
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...
Now is the time to think about how to reduce fraud and limit risk.
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...
Why Chase and other organizations have centuries of work to do under the stimulus package… And what to do about it
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...
The Show Must Go On
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 Marketplace in 2019: A Voyage Advisory Take
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.
6 Ways to Use Data to Enhance Customer Experience
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....
Don’t Make Customer Service a Dead-End Job
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...
Rethinking Repeat Callers
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...