Laura Sikorski

WEBCAST Sikorski’s Think Abouts – Your Unified Communications and Contact Center Strategic Plan

https://www.youtube.com/watch?v=dt6IPEODsgM Laura Sikorski and Steve Leaden, Founder and President of Leaden Associates, discuss what Unified Communications is, what drives upgrades or replacement of your technology and why technology is important to your future visions and strategic plan. Thank you for listening and clicking in.

WEBCAST Sikorski’s Think Abouts – Employee Engagement, Retention and Morale

https://youtu.be/i7X0kQj32QM Laura Sikorski and Jeanine Bondi Banks, Executive Vice President of Lloyd Staffing, discuss the importance of employee engagement, corporate culture and why hiring smarter is good for retention Thank you for clicking in

WEBCAST Sikorski’s Think Abouts– Integrating Chatbots and Text into your Call Center

https://www.youtube.com/watch?v=JHr1x79ITFM Laura Sikorski and Tom Laird, CEO of Expivia Interaction Marketing Group, discussed why Chatbots, Text and Artificial Intelligence should be a consideration for your Call Center and the importance of company culture Thank you for clicking in

Webcast – Sikorski’s Think Abouts – The Power of Office Design

https://www.youtube.com/watch?v=E3Z0D-odo04 Laura Sikorski and Joe Ogno, Managing Director at Quadra Office Interiors, discussed why office design and furniture are so important for staff engagement, collaboration and productivity Thank you for clicking in

“How Technology Helps Provide Extraordinary Customer Experiences” on Sikorski’s Think Abouts with Guest Mike...

https://www.youtube.com/watch?v=-z0fc_qgvZA&t=13s SIKORSKI THINK ABOUTS is back on the internet and so excited to resume sharing information on call/contact operations and technology that will help you provide outstanding customer service and customer experiences. My first guest was Mike Conti who is a business application, technology...

WebTV Show “What Exactly is the Internet of Things (IoT)” On Sikorski’s Think Abouts...

Laura interviewed Sheila McGee-Smith, President and Principal Analyst of McGee-Smith Analytics, to find out how IoT is influencing our daily lives and why it really is a good thing! It is not just Fitbit® trackers. IoT impacts customers and call/contact centers on how...

WebTV Show “Do Customers Really Want Personalized Service” on SIKORSKI’S THINK ABOUTS with Guest...

https://www.youtube.com/watch?v=B74jrE8gm6M Laura interviewed John Goodman, Vice Chairman of Customer Care Management and Consulting, to find out if everyone really wanted personalized service on every contact. John simply stated NO and that most customers just want answers; however, there are certain segments who want personalization. John...

WebTV Show “How to Make Your IVR Customer Friendly” on SIKORSKI’S THINK ABOUTS with...

https://www.youtube.com/watch?v=vwOGivt0ays Laura interviewed Moshe Leeds, Sales Operations Manager of B&H Photo on how they designed their IVR to accommodate 500,000 electronic (photo, video, digital, camera, TV, Entertainment,++) products and still managed to give their customers the personalized “human” touch they deserve! With over 300 associates…

WebTV Show “Analytics – What’s the Bid Deal” on SIKORSKI’S THINK ABOUTS with Guest...

https://www.youtube.com/watch?v=IbwWtjht6XE Laura interviewed Don Greco, Executive Director Customer Interaction Practice – North America at Unify, about “Big Data” and why the use of analytics helps decipher it all. Searching CRM, Back Office, IVR, ACD and Scheduling systems and investigating how they relate to one another...

WebTV Show “Keeping Absenteeism to a Minimum” on SIKORSKI’S THINK ABOUTS

Laura discussed ways to control absenteeism using office environment and ergonomic, hiring practices, training programs and performance criteria, motivational techniques and compensation and benefits. Her “think abouts” will really cause you to remember the human side of your center. Thank you for clicking-in for more…

WebTV Show “Benefits and Pitfalls of Benchmarking/Best Practices” on SIKORSKI’S THINK ABOUTS with Guest...

Laura interviewed Scott Sachs, President of SJS Solutions. They began their discussion with answering – Is it a good idea to follow what someone else does? The answer, yes . . . if you focus on ideas and processes gained from “best in class”...

WebTV Show “Creating Behavior Change in the Call Center” on SIKORSKI’S THINK ABOUTS” with...

https://www.youtube.com/watch?v=UR9o133dC6g Laura interviewed Liz Kislik, President of Liz Kislik Associates and discussed why change only succeeds 25% of the time and how to overcome this low percentage. Liz shared excellent points on why change goes wrong and why lack of agreement among leadership was one…

WebTV Show “Outbound Call Campaigns – How to’s for Happy Customers” on SIKORSKI’S THINK...

Laura interviewed Donald Greco, Executive Director, Customer Interaction Practice – North America at Unify, about outbound call campaign types and how to stay within the “letter of the law.” Don shared great ideas that will cause your customers to “think about” how happy they were...

WebTV Show “Workplace – Staff Wellbeing Is the New Focus” on SIKORSKI’S THINK...

Laura interviewed Joe Ogno, Sales Engineer Inside Source, about the philosophies behind workspace design – we are no longer just transforming space and workstations. Today, our office space says a lot about corporate vision and culture. Wellbeing is looking at office space holistically –...

WebTV Show “Surveys – Less Customer Irritation = More Value” on SIKORSKI’S THINK ABOUTS...

Laura interviewed John Goodman, Vice Chairman of Customer Care Measurement and Consulting, about the impact and influence surveys have on corporate strategy, customer satisfaction and employee engagement. John discussed the differences between customer and market research as well as transaction and relationship surveys. He did…

WebTV Show “Evolution or Revolution in Your Contact Center” on SIKORSKI’S THINK ABOUTS” with...

Laura interviewed Francia Smith, President CEYE3, about the digital customer and the evolving contact center and why your center should be considered the Interactive Engagement Center. Francia discussed this strategic transformation as it relates to channels and tools, agents, measurement/reporting and organizational collaboration. Hear why…

WebTV Show “Importance of Soft Skills Training” on SIKORSKI’S THINK ABOUTS with Guests Randi...

Laura Sikorski interviewed Randi Busse, President of Workforce Development Group, and Michael Brunken, Vice President of Operations at NetTel USA on why training has a positive impact on how your staff relates and satisfies your customers. Mike discussed a customer satisfaction results survey that caused...

WebTV Show “8 Steps to Guarantee Repeat Business” on SIKORSKI’S THINK ABOUTS with Guest...

Laura interviewed Richard Shapiro, Founder and President of The Center for Client Retention, about his new book “The Endangered Customer - 8 Steps to Guarantee Repeat Business.” Richard shared why he feels customers are endangered and that each step is equivalent to a human emotion....

WebTV Show “What Does a Training Program Involve” on SIKORSKI’S THINK ABOUTS

Laura shared the importance of a training program regardless of the size of your company. She reviewed the components that should be included – Classroom/Lab, Reference Library, Schedule, Manuals/Workbooks, Customer Service, Telephone Etiquette, Cross Training and Follow-up Training – and why. She detailed the...

WebTV Show “How To Transform Your Customer Feedback” on SIKORSKI’S THINK ABOUTS” with Guests...

Our guests, Reg Price and Jeannie Stewart, Co-Founders of MirrorWave, shared their expertise on why gathering information from your customers should not just be a snapshot of a single event or anonymous and how it enables you to develop a long term customer relationship. They...

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