Longitudinal Management

Clear Reflection Services
Clear Harbor establishes a collaborative, longitudinal managerial approach enabled by strategic use of visual management principles and tools. Longitudinal management connects, orchestrates and calibrates all the processes and relationships throughout the CX continuum necessary to move from goal to successful result.
Management silos are obliterated and inter-disciplinary leadership teams work interactively to optimize and sustain performance while continually identifying and institutionalizing best practices and protocols across programs and environments.

Longitudinal Management includes three essential micro-disciplines:

Clear Orchestration

An interactive management approach and collaborative work environment that unifies training, operations and continuous improvement (CI) teams to create action plans for program improvement.

Clear Insight

The use of visual management principles, analysis, reporting and display methods to monitor performance trends and proactively implement changes before issues arise.

Clear Protocol

A repository of longitudinal management methodologies, continuous improvement processes and best practices, both for individual clients and for the organization as a whole.
  • Clear Orchestration
Clear Orchestration is an interactive management approach and collaborative work environment that unifies training, operations and continuous improvement (CI) teams to create action plans for program improvement.
In Clear OrchestrationTM meetings, continuous improvement leaders share analytical insights of breakage with training and operations to begin the solution development process. Operations leaders focus on ensuring efficiency in each customer interaction, understanding quality results and allocating resources to a prioritized list of opportunities for fast break fix and ongoing improvement.
Training leaders empower the organization with the right skills, taking breakage back to the drawing board to improve key learning objectives.
  • Clear Insight
Studies reveal that 83% of human learning occurs through visuals and that more of the brain is devoted to vision and visual processing than any other known function.
Visual tools enable customer care management teams to see and communicate in a standardized way when the process flow is normal and when it is broken.
Through Clear Insight, Clear Harbor embraces the use of visual management principles, analysis, reporting and display methods (heat mapping, gauges, color coding, conditional formatting, etc.) to constantly monitor performance trends and proactively implement changes before issues arise.
  • Clear Protocol
Process repeatability and scalability are critical to achieving brand reflection and low TCO3.
Clear Protocol represents Clear Harbor’s repository of longitudinal management methodologies, continuous improvement processes and best practices, both for individual clients and for the organization as a whole.
As best practices are recognized client-by-client, Clear Harbor works to determine how they can be institutionalized. Fine tuning and calibration are constantly underway and visual management approaches help accelerate refinements, improve management consistency, guide new training regimens, shape proactive client feedback, and produce institutional precision results.