When performance stalls, it’s usually the system.
We redesign QA, coaching, and workforce planning into a model leaders can actually execute — and scale intelligently with AI.
Sustainable performance comes from capable, supported agents, not constant pressure.
Sustainable performance isn’t about squeezing more out of agents.
It’s about building the right systems—QA, coaching, planning—that make good performance repeatable, even as volume and complexity grow.
Why ElevationCX matters
The ElevationCX Performance Model
Sustainable performance built on four connected systems
Score
Build QA frameworks that measure what actually drives performance , not just compliance.
Coach
Turn QA insights into structured coaching that builds skill . Not pressure.
Train
Embed performance gaps into onboarding and upskilling so learning improves real results.
Plan
Connect workforce planning and targets to the operational reality on the floor.
What Working Together Looks Like
Diagnose the system
1
We assess QA structure, coaching cadence, performance metrics, and operational rhythms to uncover structural performance gaps.
Design the operating model
2
We architect a connected system across Score, Coach, Train, and Planning.
Embed across leaders
3
We operationalize new workflows and accountability rhythms across supervisors and managers.
Scale intelligently
4
We introduce automation and AI where it improves consistency and visibility. Not complexity.
Measureable Impacts
Real-world performance outcomes from system resdesigns
• Delivered 8% revenue lift against a $34M monthly target
• Reduced performance variability across multi-team environments
• Improved QA calibration consistency across managers
• Structured supervisor coaching into measurable development cadence
• Shortened ramp time by aligning training to real QA gaps
• Improved forecast alignment without increasing headcount
• Increased visibility into performance drivers across leadership
• Implemented AI-driven workflows to reduce manual review effort
For leaders who own the outcome
Boards & CEOs
When performance is underdelivering despite strong effort — and you need structural correction, not motivational pressure.
COOs and CX Leaders
When QA, coaching, training, and workforce planning operate in silos — and no one owns end-to-end performance.
Private Equity & Investors
When you need clarity on whether performance gaps are structural, leadership-driven, or operational — and a plan to close them quickly.
About Darren Polino
Contact center executive specializing in sustainable performance through system design.
I’ve led multiple contact center organizations through operational redesign and digital transformation across financial services, travel, hospitality, and enterprise environments.
My work centers on one principle: sustainable performance comes from systems, not pressure.
Across organizations, I’ve rebuilt QA programs, implemented workforce management platforms, redesigned coaching cadences, and modernized technology stacks — including CRM automation, voice analytics, AI knowledge systems, and call flow architecture.
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These system redesigns have delivered measurable results:
• 12%+ YoY contact center sales growth
• 76% increase in online sales through call deflection strategy
• 75% reduction in abandoned rate
• 65% improvement in speed to answer
• 50%+ gains in conversion performance
• 40% improvement in one-call resolution
• WFM optimization increasing handle rates from 70% to 90%
• 20% telecom cost savings during modernization initiatives
• NPS of 85 and CSAT of 96.7%
Across each engagement, the common thread has been aligning Score, Coach, Train, and Workforce Planning into a connected operating model leaders can actually execute.
I don’t add complexity. I build clarity.
Request a Performance Diagnostic
This is not a sales call.
It’s a focused diagnostic to determine whether your performance gaps are systemic — and what it would take to fix them.
