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Contact Center Pipeline Magazine
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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."
Strategy Service Delivery
Strike a balance between rewarding sales and maintaining great customer service. Sales should always be conducted ethically, with a goal toward helping your customer get the best performance and value.
People Performance Management People management
Seasonal agents may go on to become permanent, full-time agents. Properly treated, they may also become customers and cheerleaders for your brand.
People Culture Training and development
It is easy for agents to get discouraged by the constant deluge of post-holiday cancellations. Show that they are making an impact by sharing positive retention statistics.
Strategy Customer Experience People management
Strategy Visibility Strategic management People management
Strategy Customer Experience Strategic management People management