About Cheryl LaBaw

Cheryl L. LaBaw joined Sound Telecom as Director of Customer Relations in 2012. She is responsible for maintaining a high standard of service quality through ongoing monitoring and coaching of our call center agents. Prior to her arrival at Sound Telecom, Cheryl invested over 31 years in the customer care and service areas with United Airlines. She brings a wealth of knowledge and ideas from her experiences there in addition to working over 13 years in their call center. Cheryl’s skills in conflict resolution and customer satisfaction make her an excellent addition to the management team. As a Flight Attendant and Safety Professional she provided a more personal touch to customer concerns and safety issues. Mrs. LaBaw is passionate about health issues and has served her community by volunteering at Swedish Medical Center for three years in the Community Health Education Department. She also supports various youth organizations and child health and welfare organizations.

What makes a Call Center Super-Agent Super?

At Sound Telecom, we recognize some of our call center staff with the Super-Agent Award throughout the year. What does it take to become a Super-Agent? Here's what goes into it. The cape helps, but supersonic hearing is a must. They have the ability to leap problems in a single bound and obliterate

Is Customer Service the New Marketing Tool?

  When you think of Customer Service and Marketing, you usually think of two completely different departments within an organization. But should you? Perhaps  Customer Service and Marketing should actually be working more closely than ever before. Wow! This idea hit me while writing a piece

I Can Hear You Smiling When I’m Calling

  A smile, whether in person or on the phone, makes a world of a difference in customer service. When monitoring agents in the call center environment there are criteria that we look at to assess the quality of the calls. Things like tone of voice, script accuracy, resolution, customer experience,