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.
My guest Suzanne Saramak, an Allstate Insurance Agent, shared her expertise on why she and her team have been successful in retaining their customers...
My guest Nancy Friedman, President and Founder of The Telephone Doctor Customer Service Training, shared her expert advice in the field of customer service...
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...
I do hate to start with this statement; however, let’s be honest . . . Defective products and lack of follow-up are truly the cause...
Laura and guest Jerry Angowitz, Managing Director Lloyd Search, discussed the need to hire the RIGHT people, in the RIGHT places, at the RIGHT...
Laura shared her thoughts on what customers want, expect, channels you should consider and why your response times to Social Media, Voice Mail, Email...
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...
My guest Shep Hyken, Founder of Shepard Productions, Customer Service Expert, Professional Speaker and Bestselling Author, shared his expertise on the importance of customer...
My guest Thomas Laird shared his expertise on outsourcing your call/contact center functions. The decision to contract with an Outsourcer or Service Bureau...
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...
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...
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...
My guest Holland Haiis, author of “Consciously Connecting – A Simple Process to Reconnect in a Disconnected World”, public speaker, coach and consultant, and...
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...
My guest Aoifa O’Donnell, CEO of National EAP (Employee Assistance Programs) shared why “Healthy Workplaces Take Work.” Hear why toxicity occurs – ignorance...
I am often asked by small business owners “how do I know when I need a contact center?” Here is my advice . . .…
My guest Tracy Trypuc, MBA, MBH, RN, BSN, and VP Suffolk County Board of Health, and I discussed the new dynamics in patient experience....
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...