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."

Articles by Mike Aoki

Seven Ideas to Deliver a Great Customer Experience During a Recession

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

How to Make Your Contact Center Digital Transformation a Success

How to Make Your Contact Center Digital Transformation a Success

COVID-19 Pipeline Blog

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with Irate Callers: How to Prepare Your Agents

COVID-19 Agent Motivation

Dealing with Irate Callers: Providing Post-Call Support

Dealing with Irate Callers: Providing Post-Call Support

COVID-19 Agent Motivation

Handling Irate Customers in the Financial Services Industry

Handling Irate Customers in the Financial Services Industry

COVID-19 Remote Work

10 Common Retention Mistakes

10 Common Retention Mistakes

COVID-19 Remote Work

How to Improve Your Center’s Loyalty and Retention Rates

How to Improve Your Center’s Loyalty and Retention Rates

COVID-19 Customer Retention

Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

In honor of International Women’s Day, Mike Aoki interviews 5 industry executives who share their early leadership challenges, achievements and advice.

The Latest Trends in Quality Assurance

The Latest Trends in Quality Assurance

QA programs need to live in the gray area, allowing agents to navigate complex issues, make tailored decisions and empower them to make things right.

Operations Service Delivery

How to Make Your Contact Center Digital Transformation a Success

How to Make Your Contact Center Digital Transformation a Success

The key is approaching things in the right way, which includes a heavy dose of communication delivered with a dash of gusto.

Strategy Planning