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.
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...
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...
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...
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...
“How Technology Helps Provide Extraordinary Customer Experiences” on Sikorski’s Think Abouts with Guest Mike Conti
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...
WebTV Show “What Exactly is the Internet of Things (IoT)” On Sikorski’s Think Abouts with Guest Sheila McGee-Smith
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...
WebTV Show “Do Customers Really Want Personalized Service” on SIKORSKI’S THINK ABOUTS with Guest John Goodman
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....
WebTV Show “How to Make Your IVR Customer Friendly” on SIKORSKI’S THINK ABOUTS with Guest Moshe Leeds
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,...
WebTV Show “Analytics – What’s the Bid Deal” on SIKORSKI’S THINK ABOUTS with Guest Don Greco
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...
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...
WebTV Show “Benefits and Pitfalls of Benchmarking/Best Practices” on SIKORSKI’S THINK ABOUTS with Guest Scott Sachs
Laura interviewed Scott Sachs, President of SJS Solutions. They began their discussion with answering – Is it a good idea to follow what...
WebTV Show “Creating Behavior Change in the Call Center” on SIKORSKI’S THINK ABOUTS” with Guest Liz Kislik
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...
WebTV Show “Outbound Call Campaigns – How to’s for Happy Customers” on SIKORSKI’S THINK ABOUTS with Guest Don Greco
Laura interviewed Donald Greco, Executive Director, Customer Interaction Practice – North America at Unify, about outbound call campaign types and how to stay within...
WebTV Show “Workplace – Staff Wellbeing Is the New Focus” on SIKORSKI’S THINK ABOUTS with Guest Joe Ogno
Laura interviewed Joe Ogno, Sales Engineer Inside Source, about the philosophies behind workspace design – we are no longer just transforming space and workstations....
WebTV Show “Surveys – Less Customer Irritation = More Value” on SIKORSKI’S THINK ABOUTS with Guest John Goodman
Laura interviewed John Goodman, Vice Chairman of Customer Care Measurement and Consulting, about the impact and influence surveys have on corporate strategy, customer satisfaction...
WebTV Show “Evolution or Revolution in Your Contact Center” on SIKORSKI’S THINK ABOUTS” with Guest Francia Smith
Laura interviewed Francia Smith, President CEYE3, about the digital customer and the evolving contact center and why your center should be considered the Interactive...
WebTV Show “Importance of Soft Skills Training” on SIKORSKI’S THINK ABOUTS with Guests Randi Busse and Mike Brunken
Laura Sikorski interviewed Randi Busse, President of Workforce Development Group, and Michael Brunken, Vice President of Operations at NetTel USA on why training has...
WebTV Show “8 Steps to Guarantee Repeat Business” on SIKORSKI’S THINK ABOUTS with Guest Richard R Shapiro
Laura interviewed Richard Shapiro, Founder and President of The Center for Client Retention, about his new book “The Endangered Customer - 8 Steps to...
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...
WebTV Show “How To Transform Your Customer Feedback” on SIKORSKI’S THINK ABOUTS” with Guests Reg Price and Jeannie Stewart...
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...