In this episode of Change Your Filter, Lisa sits down with Erica Leonor, founder of Voxa, to discuss stronger CSR training, better communication, and the human side of home-service sales.
Erica explains why CSRs are salespeople and why they should be involved when a Contractor Commerce online quote comes in. When your team knows how to build excitement around the quote, answer questions, and confidently guide the homeowner toward the next step, e-commerce becomes part of a stronger customer journey, not a replacement for it.
In this conversation:
✅ Why CSRs should see themselves as salespeople
✅ How to turn an online quote into a booked appointment
✅ Why every department should understand your e-commerce process
✅ Where AI can help and where human connection still wins
✅ How coaching and incentives can improve CSR performance
✅ Why contractors should get better at pitching the value they already provide
✅ Erica’s perspective on women in the trades, resilience, faith, and balance
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