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


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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 the word empowered is no longer correct when referring to your agents capabilities and learn what your agents should be in this digital world.

Francia’s “think abouts” are thought provoking and will lead you to think about beginning your journey to transform your contact center.

Thank you for clicking-in and sharing on your Social Media Networks. L

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.


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