Do I really need to keep score publicly on my team's phone performance? Yes, and out in the open where everyone can see it. A sales business runs on a scoreboard, and the phone is the first place to keep one. If nobody sees how each person is doing on calls answered, calls converted, and appointments set, then accountability is just a word you say in meetings. People rise to what gets measured and shown. Hang the numbers where the team sees them and the behavior changes on its own, because nobody wants to be the obvious low scorer week after [...]