PERSPECTIVES MAP
PERSPECTIVES MAP
OFTEN , RELATIONSHIPS AMONG DEPARTMENTS SHOW THAT THEY ARE NOT ON THE SAME WAVELENGTH .
GAINING AN OPERATIONAL PERSPECTIVE
The term “ operational ” pertains to a process aimed at achieving specific results , while “ perspective ” refers to a point of view . Every department within an organization naturally possesses its own perspective . The essence of the operational perspective lies in its focus on activities and tasks essential for realizing strategic objectives . It assesses the existing operational infrastructure ' s capability to support these objectives and offers recommendations for optimization .
The initial step involves identifying the myriad perspectives impacting the Contact Center and evaluating the outcomes that result from the current relationship dynamics , from the C-Suite to the cubicles . It can be an eye-opening exercise to map out these interactions .
I have included an anonymized map from an e-commerce client engagement that highlights the numerous external and cross-functional perspectives influencing the Contact Center . This visual emphasizes the Contact Center ' s role as an operational hub , where the efforts of various units can either converge harmoniously or collide disruptively in pursuit of enterprise objectives .
Constructing a “ Perspectives Map ” sheds light on the intricate dependencies Contact Center leaders must navigate to achieve their goals . Often , relationships among departments show that they are not on the same wavelength . Hence , contextualizing any operational assessment optimistically is crucial . Launching an operational optimization effort , rather than framing it as mere improvement , assessment , or audit , can garner consensus . Optimization perpetually remains a worthy pursuit . Additionally , as cross-functional partners rely on the Contact Center , any enhancement within the Center translates into improvements for all parties involved . It is critical to direct focus toward the future and its potential ; acknowledge the constant changes in technology , culture , and operations ; and call for a continuous evaluation of operational readiness .
A PRIMARY BENEFIT OF EMBRACING AN OPERATIONAL PERSPECTIVE IS AN INCREASED LIKELIHOOD OF FULFILLING CONTACT CENTER NEEDS .
A primary benefit of embracing an operational perspective is an increased likelihood of fulfilling Contact Center needs . Understanding the Center ' s role in fulfill-
IDIOM INSIGHTS
ing the needs of others becomes evident through the lens of operational optimization . Consider this … in order to meet Contact Center needs , you must be able to understand the need that the Contact Center fulfills for others . This is what you gain when an operational optimization is undertaken . The effort discloses the contributing factors and responsible parties to deliver on outcomes .
THE VALUE OF “ MULTI-PERSPECTIVITY ”
It may seem that gaining multiple perspectives is overwhelming , especially if these have been previously neglected . If it is time to shift the narrative , an operational focus is a good place to begin . Broadcasting the operational optimization effort is important to gaining cross-functional support . It is best when senior level executives initiate the effort and support it by providing strategic governance .
It is important to understand another ’ s perspective when operational dependencies exist . An optimization effort creates a forum to come together and discuss ( first and foremost ) the Customer Experience and other strategic goals that are shared and where dependencies exist !
When we can see ourselves with shared goals and clear dependencies , friction is removed from the relationship and the process benefits all involved . When the Contact Center aligns its needs with those of other departments , mutual rewards abound .
As the effort gains momentum , the project team defines the key focus areas , outlines the departments to be included , establishes timelines , and devises interview guides for consistency .
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