The document summarizes a presentation given by Anne Slough and Matt Richter of LSA Global at a contact center management conference. The presentation focused on leveraging staff competencies to maximize return on investment. It covered topics like understanding different generations in the workforce, the changing contact center landscape, and how to focus on talent pools, work environment, technology, and compensation. The goal was to provide a roadmap for success by focusing on these key areas to better utilize existing resources and staff competencies.