The pandemic has encouraged the adaptation of new business models that place service at their core.

In recognition and appreciation to Mike Aoki, President, Reflective Keynotes, Inc., our August 2020 Wall of Fame Author.

Rapport-building is both an art and a science. The very definition of the word describes beautifully the job of most contact centers.

I believe the industry is poised to enter a new phase of productivity.

We believe that the answer to long-term sustainability is to build a model that effectively supports your agents rather than replaces your agents.