Miller Heiman Acquires Impact Learning Systems

Jul 19, 2012, 11:07 ET from Miller Heiman

RENO, Nev., July 19, 2012 /PRNewswire/ -- Miller Heiman, the leader in global sales performance, announced today that it has acquired Impact Learning Systems of San Luis Obispo, California.


"The acquisition of Impact Learning Systems enhances Miller Heiman's customer offerings and builds on our vision of being the key resource for sales leaders," said Sam Reese, Chief Executive Officer of Miller Heiman.

"Today's selling environment requires companies to access clients through direct, indirect and inside sales functions, and to do it by effectively providing a consistent brand experience to the customer. Miller Heiman is the only company that can do this effectively on a global basis," Reese said.

"Everyone at Impact Learning is excited with Miller Heiman's decision to acquire us and the opportunities this brings for us to integrate and take the business to the next level," said Malcolm Carlaw, President of Impact Learning Systems. "We are the leader in delivering highly-effective training for managers and front-line workers in the telesales, customer service and support sectors."

"With the acquisition of Channel Enablers in 2011 and of Impact Learning Systems today, we've added key components to round out our Sales System," Reese said. "Regardless of how any company goes to market, there needs to be a consistent customer experience."

Impact Learning Systems will operate as a subsidiary and be known as Impact Learning Systems – A Division of Miller Heiman. It will continue to deliver proprietary training programs, consulting, e-learning courses and coaching programs based on best-practices learning models. Its clients include companies operating domestically and in countries around the globe.

Impact Learning Systems was founded in 1997 by Peggy Carlaw, who has co-authored three books addressing the company's core competencies including: "Managing and Motivating Contact Center Employees," "The Big Book of Customer Service Training Games," and "The Big Book of Sales Games."

The company's proprietary HEART Model™, Mak­ing It Hap­pen™ and "Impact Learning System" become part of Miller Heiman's intellectual property.

Miller Heiman's global platform enables it to serve clients all over the world and to help optimize any channel its customers use to go to market. This adds to Miller Heiman's industry-leading intellectual property and innovative research, which provides data-driven insight, immediate returns and sustainable results to sales organizations. Miller Heiman is the most credible expert on improving the effectiveness and efficiency of sales organizations across the world.

About Miller Heiman: The Sales Performance Company

Miller Heiman's constant innovation and advancements have kept it the global leader in sales performance for more than 30 years. The company delivers timely customer-centric solutions tied to proven, research-based strategies and processes that help firms of all sizes win complex sales. Miller Heiman uses a common framework of easily repeatable methodologies that enable sales organizations to build high-performance, sustainable sales engines and return measurable results. Miller Heiman is a worldwide leader in sales performance with programs in 20 languages and corporate offices in the United States, the United Kingdom and Australia.

For more information, visit

About Impact Learning Systems: Get to the Heart of Customer Service

Impact Learning Systems is the industry leader in skills-based customer service, telephone sales, and field-service training. Impact Learning Systems' programs teach critical communication skills while building team spirit and a positive work environment. Companies using Impact's programs report measurable increases in sales and in customer satisfaction along with reduced time to resolution, call escalations and operational costs. For more information, visit

SOURCE Miller Heiman