I started my career on the phones
Taking customer calls, just like the agents I now help optimize.
And I got to experience something most executives never see:
What happens when performance data is completely transparent.
Every metric was visible to everyone on our team:
• Calls answered
• Revenue per call
• Time ready for calls
• Absenteeism rates
I’m competitive, so I worked to be #1 on my team. And I did it.
Then someone showed me the other teams’ data.
Turns out I was only the best on my team.
Other people were doing much better than me.
My attitude was: if they can do it, I can figure out how to do it too.
So I studied the top performers and adjusted my approach.
That transparency made me a better agent.
And it’s why I believe every contact center should operate this way.
When you hide performance data, you protect low performers.
When you show it, you empower high performers.
And when they win, everyone wins:
• Customers get better service
• The company saves money
• Top agents earn more
So if you want a high-performing contact center:
Stop filtering the data through management layers.
Make the scoreboard visible to everyone.
And let your best people compete.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
