Mike Aoki

Reflective Keynotes Inc.


Mike Aoki is the President of Reflective Keynotes Inc., a training company that helps contact centers improve their sales and customer experience results. A contact center expert, Mike was chosen by ICMI.com as one of the "Top 25 Thought Leaders for 2021." He is a frequent contributor to Contact Center Pipeline magazine and a member of their Advisory Board. In addition, he serves on the board of GTACC (the Greater Toronto Area Contact Centre association). He co-authored the Amazon #1 bestselling leadership book, "Called to Action."

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Articles by Mike Aoki


7 Ideas to Build Engagement with Work-From-Home Agents

Working from home can feel like being stranded on a desert island.

People Culture Remote Work People


Why Customer Service Is Not an “Entry-Level” Position

AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.

People Development Remote Work People


Seven Contact Center New Year’s Resolutions for 2021

2021 is not about ‘going back to the good old days’ (of 2019). It is about moving forward into an era of digital transformation, AI and hybrid/work-from-home teams.

Strategy Remote Work Strategy


How to Retain and Engage Your Best Agents

How you treat your best employees during a downturn will influence whether you retain them when times get better.

People Development Culture COVID-19 Agent Motivation Remote Work People


Seven Ideas to Deliver a Great Customer Experience During a Recession

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

Strategy Customer Experience Culture Service Delivery