LSA Receives Top 10 Contact Center Association Recognition

Santa Clara, CA, September 26, 2012 – LSA Global, the premier one-stop training outsourcing and performance consulting firm that focuses on achieving measurable business results with a select group of clients, today received a Top 10 Session Award from the Contact Center Association for the October 9-12, 2012 Contact Center Conference.

“We are thrilled that our Customer Service Strategy presentation on Creating a High Performance Contact Center Environment has been ranked as one of the Top 10 most popular sessions for the upcoming conference.” states Anne Slough, Director of LSA’s Customer Loyalty Practice. “When we talk to Customer Service Leaders, they are all concerned about understanding the key factors that stimulate improved performance in their people.”

Session Information:
The conference session is #603 : Creating a High Performance Contact Center Environment and is Thursday, October 11 from 11:45am – 12:45pm in Miami Florida.

Overview:
A leader’s key role is to facilitate and create the environmental circumstances that trigger performance improvement in their people and the organization. But what are the specific environmental factors that stimulate accelerated performance improvement? In this session, we will share ground breaking research into the dynamics affecting human performance in organizations including how to assess your own performance environment, lessons from other organizations, and a proven approach to identify the most potent action to improve organizational performance.

The culmination of the research is the High Performance Environmental Structure [HPES]. The HPES explains the specific factors that trigger improved performance in people and captures all the possible management moves that a leader can leverage to improve performance of a specific population.

In this highly engaging session, you will learn:

  1. The key factors that stimulate improved performance in people
  2. How changes in these factors effect changes in the performance of people
  3. How to identify strengths and weaknesses in your own environment
  4. How to choose the right action to create the desired change in human performance within your organization

Speaker Information:
Anne Slough
Director, Sales Performance and Customer 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. From selecting technology to establishing recruiting and selection procedures, goal setting processes, feedback systems, coaching models and implementing sales and service skills, she has an expansive understanding of the complexities facing contact centers today.

Ms. Slough has worked with contact centers of all sizes and industries, both in the United States and abroad. She is a frequently requested speaker at leading contact center conferences and symposiums. She holds a BA and MA from East Carolina University.

We believe our clients’ success in the marketplace is realized through increased revenue, decreased costs, and higher productivity.With a strong belief that training “by itself” will not drive tangible behavior change or business results, we appreciate your support and look forward to your feedback and comments.

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LSA helped to meet the needs of my teams within a very narrow timeframe. My team walked away with highly useful management tools and practices. LSA saved us time in delivering the right solution for our specific needs.

Sandeep Kumar
Director, Software Engineering, EPG

It was a challenge to find a consultant with an approach to performance improvement that fit our unique culture and style. We were pleasantly surprised to discover LSA’s depth of expertise in the fields of motivation, developmental coaching and performance management and measurement.

LSA seamlessly integrated those components without our folks feeling like the intervention was forced. They understood what we were trying to accomplish, helped us clarify our objectives, and created a solid, refreshing approach that quickly got us moving and engage at all levels across the organization.Overall, I couldn’t be happier that we found a true strategy and implementation partner in LSA.

Doug Hansen
President and Director

Redwood Trust

The project management training program was really great. It was extremely helpful to me as a manager to be strategic during a time of explosive growth and change. It was fully customized to our industry and our needs, everyone came out of it with a solid direction of next steps, and the satisfaction scores were wonderful. It could not have gone any better. The team is still talking about it and looking forward to more. We are excited to take the next steps with LSA Global and implement the project management best practices in a way that works for our unique culture.

Karen M. Inzilla
Director, Sales Operations

Blackhawk Network

PalmSource has found our relationship with LSA extremely beneficial. We worked closely with LSA to customize the right Management Training Program solution to meet our unique business needs. LSA is a quality organization, one that I’d recommend to any company looking for a first class training and consulting partner.

Ken Boehm
Vice President of Human Resources

We recently hired LSA Global to help take our sales team to the next level. Specifically we focused on targeting the ideal client, differentiating our solutions, getting more qualified leads, and closing a higher percentage of our pipeline through a proven referral selling methodology.

So far, the results from the business sales training have been great. We were pleasantly surprised with the results-oriented approach and thoughtful follow-through plan to ensure that the new sales practices “stick.” We look forward to a long-term relationship, and I would recommend LSA to anyone looking to increase the effectiveness of their sales force.

Patrick Arnold
President

Filice

We recently designed and implemented two high value Project Management Workshops with LSA. The goal was to improve the fundamental project management skills for less experienced project managers and team members and to prepare our experienced project managers to become PMP certified. The programs were very well received and additional sessions have been requested. Both facilitators were excellent, building strong rapport with our scientists and taking time to encourage & answer questions. Based upon the results and the feedback around the company, the next workshops are already full. I highly recommend LSA to any company looking to take their project management skills to the next level.

Stacey Porter
Senior Manager Learning & Development

Roche

I contacted LSA to help us with leadership development. LSA worked with me to identify a solution that would match our needs as well as our personality. The solution was such a huge success. It received rave reviews. I would highly recommend LSA to other companies.

Karen King, SPHR
Manager, Human Resources

Alliance Data

We turned to LSA Global to help us take our project risk management practices to the next level. As we continue to grow and our projects are increasing significantly in complexity, it is imperative that we incorporate risk management best practices deeper into our Delivery and Project Management methodologies to continue to increase productivity, efficiency, and client satisfaction. I am really happy with the results and would recommend LSA to anyone looking to take project risk management to the next level.

Scott Wassmer
US Director of Production

AKQA

In an effort to establish a solid foundation of consultative selling skills for our client-facing teams that can be built on over time, we engaged with LSA Global. By understanding our business and our markets, LSA Global was able to develop and deliver the relevant skills, tools and processes that have established the foundation for our future success. We are very satisfied with our decision.”

Kevin Wiley
Chief Operating Officer

Nelnet

LSA Global has provided our Employee Engagement Survey for the past 3 years. Their ability to administer the survey, help us sort through complex organizational changes that impact reporting, and provide flexible, customized report formats gives a high level of comfort and confidence in the work. The survey results have helped us identify and take actions to address the concerns of our Gen Y workforce. In all, LSA provides us with great value, and I would highly recommend them.

Mike Normant
Senior Director, Training & Development

Service Source

Congratulations on your pro-activity in establishing this program and developing such an effective New Employee Orientation course.

Farhat Ali
President and Chief Executive Office

Fujitsu

We recently surveyed our agents after their participation in the Contact Center training. The results were impressive: 100 percent rated the overall experience as being “valuable” with 85 percent giving it the highest rating of “very valuable”. Also, 100 percent found this selling model to be valuable with 80 percent rating it as “very valuable”, and 100 percent found the coaching methods and practices featured to be accurate and insightful.

Technology Company
Corporate Training Executive

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways.  We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager

Shire

We turned to LSA Global to help us take our executive selling and solution selling skills to the next level. Their ability to formally assess our situation, identify key sales skill gaps, develop a plan to measure the results, and fully implement a key sales initiative – has been outstanding. LSA delivers the full solution; not just sales training.  I recommend them to any organization looking to transform its sales force the “right way” to sell higher and wider.

Daniel Heckman
Director of Sales-Enterprise Accounts

Avid

LSA is an instrumental training outsourcing partner in helping us to build management capacity and strategically invest in our people. Their flexibility, depth, and breadth of expertise allows us to deliver top quality solutions that are directly tied to key business plans. Their ability to custom design, deliver, and evaluate our Management Curriculum has been excellent. They are true business partners and a pleasure to work with.

Margaret M. Mader
Vice President, Human Resources

Hyperion

We contacted LSA to help us with customized management development. LSA worked with me to identify a solution that would meet our exact needs. We decided to start at the top and ran the program for our executive team. It was such a great success that we hope to roll it out companywide. We look forward to a long-term partnership with LSA Global and their team of experts.

Barry L. Byrd, SPHR
Human Resources Manager

“We turned to LSA to help us custom design and deliver a leadership and management development curriculum to help drive performance. They have done an excellent job diagnosing the business situation, designing an approach that fits our culture, and delivering a first class solution.”

Sally Buchannan
VP Human Resources

Seagate has always found LSA to be a valuable resource. LSA delivers top quality solutions when we need them with just one call. The recent business sales training programs they’ve delivered for Seagate University have been the right solution, highest of quality and customized to our business and culture. I would highly recommend LSA to any company interested in offering top notch learning solutions.

Tammy Dujmovich
Sales, Marketing & Customer Service

Seagate

We consistently receive positive feedback about the quality of the LSA Leadership Training Programs and LSA facilitators. We recognize and appreciate the hard work LSA always goes through to align to our unique culture and meet our specific requirements. Thank you for regularly going above and beyond to design solutions to meet our needs. Your support and dedication, both on the strategic and tactical side, have been outstanding!

Anna Meyer
Leadership Development

Intuit

I’m not sure if I’ve run across a company that can match the depth and quality of LSA’s consultants and facilitators. I highly recommend LSA to anyone seeking a strategic training outsourcing and consulting partner to improve performance.

Jeff Coon
VP Human Resources

Exelixis

Thank you for a great leadership development session today. The facilitator was brilliant, and we really enjoyed his style and personality. The sales team got a lot out of it (as did I). I believe it will help us create an even higher performance environment by ensuring we have a common understanding of our environmental structure and are all working towards the same goals.

Simon Jefferson
Managing Director

AKQA

We reviewed the top Leadership Development offerings and selected LSA’s 12-month Leadership Program based upon the value and systemic approach. The feedback on the program, approach, and results was phenomenal. While other programs may be better known, they were more theoretical and did not compare in terms of practicality, quality, and results.

Stacey Porter
Senior Manager Learning and Development

Roche

We got great value from the executive strategy session.  We would not hesitate to use LSA again with our Executive Leadership Team.

Natalie McCullough
Chief Marketing & Strategy Officer

Service Source

Understanding and conforming to legal compliance was very important to our company. We turned to LSA Global to provide a quality and cost effective way to ensure that we were AB 1825 compliant. Their interactive eLearning program was top-notch. It allowed our managers to learn at their own pace, and on their own time. The program was tailored to include our logo and our internal harassment policies. It was interactive and met all federal and state legal requirements. I would highly recommend LSA Global to any company looking for an efficient and effective and top quality way to train their managers to be in compliance.

Kelly Warren, SPHR
Director, HR & Compliance

ServiceSource has relied on LSA Global’s expertise for a variety of core initiatives, from strategy design and implementation, to sales skills, to sales coaching. We recently engaged LSA Global to create a competency matrix for our inside sales team that will serve as our roadmap for employee on-boarding, development, succession planning and retention. This project had a tight timeline with high visibility. LSA Global completed the deliverable ahead of schedule and surpassed our expectations.

PMO and Outside Sales Operations
Senior Vice President

Service Source

We recently hired LSA to help us take our client delivery methodology to the next level as we continue to grow and help our clients succeed. The custom strategy and design session exceeded our expectations. They really understood our business and delivered within tight time frames.  They were the best I have seen for this type of complex, visible and strategic work. LSA’s ability to get a group of 20+ executives from around the globe on the same page, push their thinking to new heights, and ensure an executable plan was excellent. I would recommend LSA to anyone looking to take their strategy and strategic execution to the next level.

Rob Sturgeon
EVP Client Delivery

Service Source

We signed up with LSA early on–as their 22nd Member! Since then, our organization’s learning needs have increased and decreased and increased again with the changing times. The beauty of the LSA business model is its flexibility…when we needed to supplement our own internal resources, we used LSA services knowing that we could depend on the outstanding quality of the leadership development and management training programs they provide.

Margie Bunting
HR Manager

SeaTel has found our partnership with LSA Global to be very valuable and beneficial. We turned to LSA to customize a supervisory/leadership solution to meet our needs. LSA delivered a customized top quality solution. I’d recommend LSA Global to any company looking for a best-in-class training and consulting partner.

Kortney Riddle
HR Manager

VNUS Medical has been very pleased with the effective management development programs that LSA Global has delivered for us over the last four years. The programs have been universally facilitated by experienced and best in class instructors. The knowledge gained by our management team has been put into practice very quickly. VNUS is very happy to be working in partnership with LSA because they consistently deliver excellent programs that receive exceptional feedback from our management team.

Cindee Van Vleck
Director Human Resources

I continue to be impressed by the level of leadership development and management expertise and quality of advice and facilitation that LSA has to offer. What a smart and client-centric group of great people who really know how to help leaders attract, engage, develop and retain top talent.

Tracy Esposito
Director, HR Business Partner

I’ve partnered with LSA Global at two companies now, and I consider them a valuable and trusted training and consulting resource. They recommended just the right solution to address our management development needs and have wonderful facilitators that match YuMe’s culture and style of our management team. I would highly recommend LSA Global to any company wanting to deliver quality learning solutions with a valuable learning and development partner.

Maya Paul
HR Director

We wanted our Channel Managers to get strategies and tools that would increase partner revenue and strengthen partner relationships. LSA Global’s ability to quickly understand our business and to bring experienced and proven resources to the table created credibility with both the executive and sales team. We look forward to continuing our partnership with them.

Chip Whitman
Channel Excellence Manager

Thermo Fisher

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design and deliver an education session that taught our property owners the benefits of our Customer Loyalty program.  We found LSA Global’s team to be collaborative, insightful, prepared and nimble, especially given that the time frame for the project became compressed.  We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

Hyperion has a commitment to lifelong learning. LSA helps us provide the right business sales training, management training programs, and leadership development programs at the right time to meet the needs of both individuals and departments. I especially appreciate their ability to listen to my needs and recommend the appropriate facilitators, solutions and content.

Sarah Parks
Senior Project Manager

Hyperion

LSA has a very unique and powerful methodology regarding learning and learning strategy. LSA’s ability to overcome skepticism, obtain executive support, and create an aligned learning strategy that provides measurable business impact is second to none. They partner with you to understand your goals, flex to your needs, and solve your problems – all within your budget. They certainly help make my job easier and are a pleasure to work with. I highly recommend LSA to anyone trying to connect the dots between strategy, skills, knowledge, and results.

Noelle Van Vlierbergen
Human Resources Director

AKQA

We consider LSA Global our outsourced learning and development partner. We worked closely with LSA to customize a management development program to meet our growing business needs. I would highly recommend LSA to any company wanting to deliver quality learning solutions.

Terri Wright-Scheer
Vice President Human Resources

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