OPERATIONAL PERSPECTIVE ANALYSIS
The chart below illustrates sample focus areas and information to yield for an Operational Perspective Analysis . Its objective is to gauge how effectively current operational conditions support the Customer Experience and other strategic goals . Identified gaps prompt joint deliberations and recommendations to be presented for governance consideration .
IDIOM INSIGHTS
The Contact Center operates within a cause-and-effect environment that is characterized by sometimes imperceptible dependencies . The optimization effort serves to expose gaps and provide opportunities for improvement . Leaders must consider that recommendations may necessitate substantial operational or organizational changes to enhance processes , management , or overall experience . When considering recommendations , options such as standardization , centralization , reorganization , or technology optimization must be included and thoroughly explored .
The real beauty of an operational perspective lies in its foundation on the realities of the present state . It enables a vantage point that transcends internal conflicts that often impede operational excellence . It also allows for a comprehensive examination of activities , tasks , processes , technologies , organizational models , and other contributory factors affecting outcomes .
THE REAL BEAUTY OF AN OPERATIONAL PERSPECTIVE LIES IN ITS FOUNDATION ON THE REALITIES OF THE PRESENT STATE .
Embracing the operational perspective could indeed mark a profound way to commence the new year in which all are “ on the same wavelength .” Wishing you a joyous holiday season !
Kathleen M . Peterson is the Chief Vision Officer of PowerHouse Con sulting , a call center and telecommunications consulting firm . www . powerhouse1 . com
@ PowerHouse603
20 CONTACT CENTER PIPELINE