LSA Director to Speak at Contact Center Association Event with Electrolux

Santa Clara, CA, November 8, 2012 – LSA Global, the premier one-stop performance consulting and training firm that helps high growth life science, technology, and service companies create a competitive advantage by powerfully aligning their culture and talent with strategy today announced that Anne Slough, the Director of LSA’s Sales Performance and Customer Service Practices will be speaking at the upcoming November 27 Contact Center Association event focusing on contact center strategies, skills, and best practices.

The session will highlight how to align your call center with your overall brand strategy, leverage your best customers to increase loyalty, transition from a service only, to a service and sales culture, and evolve from a cost center to a profit center.

Session Details:

Why Making the ‘Sales Connection’ is Your Contact Center’s Key to Empowerment (So You Can Stop Begging for Funds!)

Date: Tuesday, November 27th
Time: 11:00AM PST, 12:00 PM Mountain, 1:00PM Central, 2:00PM Eastern
Expanding the role of frontline service providers can enhance their value to your customers and to the organization. By incorporating selling skills into their role, they can strengthen the customer connection by providing solutions and offering additional products. Often the challenge to these service providers is in knowing how and when to move into the role of a sales person.
Join us for this interactive case study session and learn skills and strategies which will better enable your agents to connect with customers in a way that will strengthen and enhance the relationship and drive more revenue for your organization.
Session Takeaways:

Learn the best practices to leverage and the pitfalls to avoid when implementing a sales strategy based on experiences from Electrolux’s Appliance Contact Center.

Speakers:

Anne Slough – Director, Sales and Service Practices, LSA Global

Mrs. Slough serves as a leading consultant to the contact center industry. She has a rich history of directing senior level executives in the development of their corporate strategies and contact center initiatives. She has an extensive background in helping contact centers to develop business plans, to diagnose operational gaps, and to implement results-oriented cultures. Ms. Slough has both a breadth and depth of experience in establishing and growing high-performing teams. She is a frequently requested speaker at leading contact center conferences and symposiums. She holds a BA and MA from East Carolina University.

Jane Pearson-Wray – CSG – Sr. Manager, Continuous Improvement, Electrolux Major Appliances

Located in Augusta, Jane Wray serves as a Senior Manager, Continuous Improvement for Electrolux Major Appliances. She has been with the organization for 14 years working in various roles including Project Manager for Demand Flow (Supply Chain) and Purchasing for North America. Jane has responsibilities for Training (both new hires and refresher courses), Quality Assurance, Social Media (in conjunction with Digital Marketing), Correspondence, Escalations and Forecasting / Scheduling.

About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned

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Our talk times are very crisp. The Contact Center Learning Solutions contributed significantly to our success at meeting or running under our target talk times. That’s important for our costs and, even more, to respecting our customers’ time. We see these two programs helping us bridge more of our service calls into selling calls. We’ve also reduced training time by a day or more, because these programs fulfill certain training objectives faster and better than what we used before. The overall benefit is quality. Quality comes from the way our associates handle calls – their ability to be confident, professional and crisp in their approach. And it comes from great coaching. These solutions have helped make our customer contact experiences the best they can be.

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