Laura Sikorski

WebTV Show “Secrets of Keeping Your Customers” on SIKORSKI’S THINK ABOUTS with guest Suzanne...

My guest Suzanne Saramak, an Allstate Insurance Agent, shared her expertise on why she and her team have been successful in retaining their customers for the past 33+ years. They value customer relationships and are consistently keeping in touch. Our world is...

WebTV show “Customers Value Direct/To The Point Communications” on SIKORSKI’S THINK ABOUTS with guest...

My guest Nancy Friedman, President and Founder of The Telephone Doctor Customer Service Training, shared her expert advice in the field of customer service and communications. Her love affair with the telephone began a long time ago, and morphed into all 6 Touch Points of...

WebTV Show “Valuable Career Lessons from an Agent’s Perspective” on Sikorski’s Think Abouts with...

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 agreed that what they learned about customer needs/expectations and how employees want to be recognized and appreciated developed into their...

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 of many unhappy customers and in most cases your contact center staff has to deal with the repercussions. First...

WebTV Show “Staffing Trends – Are you Hiring the Right People” on Sikorski’s Think...

Laura and guest Jerry Angowitz, Managing Director Lloyd Search, discussed the need to hire the RIGHT people, in the RIGHT places, at the RIGHT times. Jerry reviewed that although the job market has improved, employers are faced with a new dilemma . . . finding...

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 and Fax (yes some customers still use) are so important. She reviewed the key drivers in technology, Front/Back Office Integration and...

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 business and why the call/contact center amplifies the Voice of the Customer. It is the singular place where HUMAN...

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 loyalty and why it is different than customer satisfaction. We shared stories on effective customer loyalty programs, our own customer experiences...

WebTV Show “Outsourcing Your Call/Contact Center Functions – Yes or No” on SIKORSKI’S THINK...

My guest Thomas Laird shared his expertise on outsourcing your call/contact center functions. The decision to contract with an Outsourcer or Service Bureau to service your customers is indeed a delicate matter; however, when you choose correctly you will have a long lasting...

WebTV show “Establishing the Right Measures” On SIKORSKI’S THINK ABOUTS With Guest Brad...

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 discussion. Our focus was a topic we both get many questions on – Establishing the Right Measures. Brad explained...

WebTV Show “Making Customer Experience Proactive, Preventive and Engaging” on SIKORSKI’S THINK ABOUTS With...

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 knowledge and expertise to keep your customers happy and loyal. He has conducted over 1,000 studies evaluating customer complaint...

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 and what she looks for in the vendor and customer culture. “How you begin is how you are going...

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 I discussed the importance of leadership in an organization and how to consciously connect with your staff. Holland shared the steps...

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 that a company’s Mission Statement should identify quality as everyone’s responsibility in order to meet the needs of their customers...

WebTV show “Maintaining a Positive Workplace Culture” on SIKORSKI’S THINK ABOUTS with guest Aoifa...

My guest Aoifa O’Donnell, CEO of National EAP (Employee Assistance Programs) shared why “Healthy Workplaces Take Work.” Hear why toxicity occurs – ignorance is bliss, bad bosses, unattended employees (inappropriate or poor performing), no common mission or goal and ways to correct the...

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 . . . The size of your company is not related to whether or not you need a contact center it is related…

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. Patient expectations have changed dramatically due to consumerization within the healthcare industry. Patients are more knowledgeable, have become “shoppers”, they...

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 Productions, and I discussed why social media is so important in the customer service world today. Customers indeed have...

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