IDIOM INSIGHTS
ILLUSTRATION PROVIDED BY ADOBE IMAGES
STAYING
ON THE SAME WAVELENGTH THE POWER OF OPERATIONAL PERSPECTIVE .
BY KATHLEEN M . PETERSON , POWERHOUSE CONSULTING , INC .
“ KNOW THAT YOUR WORK SPEAKS ONLY TO THOSE ON
THE SAME
WAVELENGTH AS YOU .”
JEAN COCTEAU , FRENCH WRITER
18 CONTACT CENTER PIPELINE
The idiom " on the same wavelength " conveys the idea of mutual understanding from a shared perspective and highlights the significance of harmony in viewpoints . Within the context of Contact Center leadership , achieving this unity of perspective can be akin to navigating a tempest of competing viewpoints . These can lead to potential friction and operational discord . In the August 2023 issue of Pipeline , my article Developing a Strategic Game Plan spotlighted executive , financial , and consumer perspectives related to strategy . Here , I propose the inclusion of the “ operational perspective ” to foster operational harmony .
I have spearheaded a consultancy focused on “ operationalizing the Customer
Experience ” for several decades . I recognize the potency of adopting an operational perspective , particularly critical in managing growth and transformation . This perspective is future-oriented and serves as the conduit through which visionary objectives materialize into tangible outcomes . Various business units must work both individually and collectively to realize enterprise strategic goals . When cross-functional teams diverge , friction emerges and a host of challenges may follow .