Laura Sikorski
Tech-Gofer-Guru: Contact Center Operations and Technology at Tech-Gofer- Claim this Profile
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Bio
Michael Rosenberg
Laura provided National Home Grocer with expert advice and guidance in choosing and setting up a VOIP system for our call center. Her knowledge and contacts were the best in her field. The best part of dealing with Laura is her professional and pleasant demeanor. Bottom line is that she is awesome at what she does and a pleasure to work with. I highly recommend her.
🌟Mary Paige Forrester🌟
I have had the opportunity over the years to work with Laura in planning and optimization discussion for various project, programs and companies. We've also shared a lot of valuable insights with each other via our LinkedIn connection and telephone calls and emails. I can honestly say that Laura is an expert in her field, a true professional with compassion for her clients/customers and a commitment to get the job done right the first time. She is an asset to any client/company lucky enough to connect and work with her and I look forward to our ongoing collaboration in the future. -- MP
Robert Iorizzo
Laura and I worked together on a very early Computer Telephony Integration project and Call Center ACD buildout when it was still new enough that people equated it more with an art than a tried and true formula. Despite the relative immaturity of the products Laura's deep knowledge of what customers need and how companies can interact with them powerfully won the day. She was instrumental in helping us structure our staffing, physical layout, SLA's, IT integration, functional data offerings and overall implementation. She walked us through vendor demos and ultimately advised us on what system to choose and worked with us through full implementation. We simply could not have done it without her! She works equally well with executive management, customer care and technical staff. I and my executive team have recommended her countless times over the years and have never received anything but high praise for any of her engagements. If you're looking for a Customer Care and Call Center expert look no further!
Michael Rosenberg
Laura provided National Home Grocer with expert advice and guidance in choosing and setting up a VOIP system for our call center. Her knowledge and contacts were the best in her field. The best part of dealing with Laura is her professional and pleasant demeanor. Bottom line is that she is awesome at what she does and a pleasure to work with. I highly recommend her.
🌟Mary Paige Forrester🌟
I have had the opportunity over the years to work with Laura in planning and optimization discussion for various project, programs and companies. We've also shared a lot of valuable insights with each other via our LinkedIn connection and telephone calls and emails. I can honestly say that Laura is an expert in her field, a true professional with compassion for her clients/customers and a commitment to get the job done right the first time. She is an asset to any client/company lucky enough to connect and work with her and I look forward to our ongoing collaboration in the future. -- MP
Robert Iorizzo
Laura and I worked together on a very early Computer Telephony Integration project and Call Center ACD buildout when it was still new enough that people equated it more with an art than a tried and true formula. Despite the relative immaturity of the products Laura's deep knowledge of what customers need and how companies can interact with them powerfully won the day. She was instrumental in helping us structure our staffing, physical layout, SLA's, IT integration, functional data offerings and overall implementation. She walked us through vendor demos and ultimately advised us on what system to choose and worked with us through full implementation. We simply could not have done it without her! She works equally well with executive management, customer care and technical staff. I and my executive team have recommended her countless times over the years and have never received anything but high praise for any of her engagements. If you're looking for a Customer Care and Call Center expert look no further!
Michael Rosenberg
Laura provided National Home Grocer with expert advice and guidance in choosing and setting up a VOIP system for our call center. Her knowledge and contacts were the best in her field. The best part of dealing with Laura is her professional and pleasant demeanor. Bottom line is that she is awesome at what she does and a pleasure to work with. I highly recommend her.
🌟Mary Paige Forrester🌟
I have had the opportunity over the years to work with Laura in planning and optimization discussion for various project, programs and companies. We've also shared a lot of valuable insights with each other via our LinkedIn connection and telephone calls and emails. I can honestly say that Laura is an expert in her field, a true professional with compassion for her clients/customers and a commitment to get the job done right the first time. She is an asset to any client/company lucky enough to connect and work with her and I look forward to our ongoing collaboration in the future. -- MP
Robert Iorizzo
Laura and I worked together on a very early Computer Telephony Integration project and Call Center ACD buildout when it was still new enough that people equated it more with an art than a tried and true formula. Despite the relative immaturity of the products Laura's deep knowledge of what customers need and how companies can interact with them powerfully won the day. She was instrumental in helping us structure our staffing, physical layout, SLA's, IT integration, functional data offerings and overall implementation. She walked us through vendor demos and ultimately advised us on what system to choose and worked with us through full implementation. We simply could not have done it without her! She works equally well with executive management, customer care and technical staff. I and my executive team have recommended her countless times over the years and have never received anything but high praise for any of her engagements. If you're looking for a Customer Care and Call Center expert look no further!
Michael Rosenberg
Laura provided National Home Grocer with expert advice and guidance in choosing and setting up a VOIP system for our call center. Her knowledge and contacts were the best in her field. The best part of dealing with Laura is her professional and pleasant demeanor. Bottom line is that she is awesome at what she does and a pleasure to work with. I highly recommend her.
🌟Mary Paige Forrester🌟
I have had the opportunity over the years to work with Laura in planning and optimization discussion for various project, programs and companies. We've also shared a lot of valuable insights with each other via our LinkedIn connection and telephone calls and emails. I can honestly say that Laura is an expert in her field, a true professional with compassion for her clients/customers and a commitment to get the job done right the first time. She is an asset to any client/company lucky enough to connect and work with her and I look forward to our ongoing collaboration in the future. -- MP
Robert Iorizzo
Laura and I worked together on a very early Computer Telephony Integration project and Call Center ACD buildout when it was still new enough that people equated it more with an art than a tried and true formula. Despite the relative immaturity of the products Laura's deep knowledge of what customers need and how companies can interact with them powerfully won the day. She was instrumental in helping us structure our staffing, physical layout, SLA's, IT integration, functional data offerings and overall implementation. She walked us through vendor demos and ultimately advised us on what system to choose and worked with us through full implementation. We simply could not have done it without her! She works equally well with executive management, customer care and technical staff. I and my executive team have recommended her countless times over the years and have never received anything but high praise for any of her engagements. If you're looking for a Customer Care and Call Center expert look no further!
Experience
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Tech-Gofer
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Tech-Gofer-Guru: Contact Center Operations and Technology
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Jul 2021 - Present
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Independent Call Center Operations/Technology Makeover Expert, Trainer, Speaker, Web TV Host, Author
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May 1986 - Present
ARE YOU EXPERIENCING HIGH - Turnover, Absenteeism, Staff Errors, Abandoned Call Percentages, Queue TimesLOW - Morale, Productivity WEAK - Supervision, Internal CommunicationsMINIMAL - Empowerment, AccountabilityPlease reach out to me . . . I can helpThe call center policies, procedures, technology improvements, training programs and implementation plans developed by me have improved operational excellence.Executives, with my guidance, decide what they can do immediately, in 3 to 6 months, in a year and what can be put on hold for future consideration.My “Command Center and/or Acting Director” approach for implementing recommendations has proven to be a great way to keep all projects on target and reinforces Senior Management’s approval of all recommendations.Recommendations have enabled staff to proactively anticipate customer needs to resolve all issues through consistency and product knowledge and ensure employees are meeting and/or exceeding customer expectations and satisfaction.FOR A HOSPITALA call center project involved an operations audit/analysis and implementation of the recommended changes. Results decreased abandoned call percentages from 80% to 3-5%, decreased average answer time from 15 minutes to 30 seconds, decreased customer complaints from 7-10 a day to 0-2 per month and the development of training and cross-training programs that reduced stress for employees and increased their empowerment.FOR A UTILITYPerformed an operations analysis and made recommendations (Customer Relationship Management, Human Resources, Training, Process and Technology) that would shift the key performance indicators from efficiency to effectiveness. This utility implemented technology, staffing and process changes that would anticipate the reasons for customer calls and reach out to them, based on their method of choice, before that customer knows they have an issue.
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Education
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Fordham University
Bachelor of Arts - BA
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