Laura Sikorski
Laura Sikorski
Call/Contact Center Consultant. Recognized expert: operations (HR, process, training, staffing, metrics), office environment (site selection, space planning, furniture design), technology (RFPs, vendor selection, systems design), customer service/experience (satisfaction, loyalty, retention). WebTV host, Newspaper and Blogger: SIKORSKI'S THINK ABOUTS.
WebTV Show “Secrets of Keeping Your Customers” on SIKORSKI’S THINK ABOUTS with guest Suzanne Saramak – Allstate Insurance Agent
My guest Suzanne Saramak, an Allstate Insurance Agent, shared her expertise on why she and her team have been successful in retaining their customers...
WebTV show “Customers Value Direct/To The Point Communications” on SIKORSKI’S THINK ABOUTS with guest Nancy Friedman – The Telephone...
My guest Nancy Friedman, President and Founder of The Telephone Doctor Customer Service Training, shared her expert advice in the field of customer service...
WebTV Show “Valuable Career Lessons from an Agent’s Perspective” on Sikorski’s Think Abouts with Guest Katherine Leo
Laura and Katherine Leo, aka Kat, Director of Marketing for BluChip Marketing, shared their experiences as call center agents “back in the day.” They both...
Tips for Dealing with Rude Customers
I do hate to start with this statement; however, let’s be honest . . . Defective products and lack of follow-up are truly the cause...
WebTV Show “Staffing Trends – Are you Hiring the Right People” on Sikorski’s Think Abouts with guest Jerry Angowitz
Laura and guest Jerry Angowitz, Managing Director Lloyd Search, discussed the need to hire the RIGHT people, in the RIGHT places, at the RIGHT...
WebTV show “Customer Experience and Technology” Laura shares her thoughts
Laura shared her thoughts on what customers want, expect, channels you should consider and why your response times to Social Media, Voice Mail, Email...
WebTV show “Role of the Call/Contact Center in Cognitive Business” with Guest Francia Smith
My guest Francia Smith, President CEYE3, is a recognized expert in customer experience and strongly believes in managing change and developing leaders. We discussed cognitive...
WebTV Show “Customer Loyalty” on Sikorski’s Think Abouts” with Guest Shep Hyken
My guest Shep Hyken, Founder of Shepard Productions, Customer Service Expert, Professional Speaker and Bestselling Author, shared his expertise on the importance of customer...
WebTV Show “Outsourcing Your Call/Contact Center Functions – Yes or No” on SIKORSKI’S THINK ABOUTS with Guest Thomas Laird
My guest Thomas Laird shared his expertise on outsourcing your call/contact center functions. The decision to contract with an Outsourcer or Service Bureau...
WebTV show “Establishing the Right Measures” On SIKORSKI’S THINK ABOUTS With Guest Brad Cleveland
My guest Brad Cleveland, one of today’s foremost experts in customer strategy and management, returned to our show to continue our value and strategy...
WebTV Show “Making Customer Experience Proactive, Preventive and Engaging” on SIKORSKI’S THINK ABOUTS With Guest John Goodman
My guest John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Strategic Customer Service and Customer Experience 3.0, shared his...
WebTV show “Do’s and Don’ts – New Technology Implementation” on SIKORSKI’S THINK ABOUTS
My guest Deborah D Myrick, an Independent Technology Consultant who specializes in large telephony installations began with sharing the importance of the “kick-off” meeting...
WebTV show “Dynamics of Leadership” on SIKORSKI’S THINK ABOUTS
My guest Holland Haiis, author of “Consciously Connecting – A Simple Process to Reconnect in a Disconnected World”, public speaker, coach and consultant, and...
WebTV Show “Quality Assurance and Its Impact on Customers” On SIKORSKI’S THINK ABOUTS
Laura discussed why you hear “your call may be monitored or recorded for quality assurance and/or training purposes” when calling many companies. She stressed...
WebTV show “Maintaining a Positive Workplace Culture” on SIKORSKI’S THINK ABOUTS with guest Aoifa O’Donnell
My guest Aoifa O’Donnell, CEO of National EAP (Employee Assistance Programs) shared why “Healthy Workplaces Take Work.” Hear why toxicity occurs – ignorance...
How Do I Know When I Need A Contact Center
I am often asked by small business owners “how do I know when I need a contact center?” Here is my advice . . .…
WebTV Show “Patient Experience” on SIKORSKI’S THINK ABOUTS with guest Tracy Trypuc
My guest Tracy Trypuc, MBA, MBH, RN, BSN, and VP Suffolk County Board of Health, and I discussed the new dynamics in patient experience....
WebTV show “Social Customer Service” on SIKORSKI’S THINK ABOUTS with guest Shep Hyken
Laura Sikorski and Shep Hyken Discuss Social Customer Service My guest Shep Hyken, Customer Service and Experience Expert and the Chief Amazement Officer of Shepard...