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Mike Aoki

Mike Aoki
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Mike Aoki is a popular conference speaker and seminar leader. His company, Reflective Keynotes Inc. , helps organizations improve their contact center sales, customer service and management skills.
Basic Training for New Team Leaders

Basic Training for New Team Leaders

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I...
Irate Caller

Dealing with Irate Callers: Providing Post-Call Support

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also...
Irate Caller

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with irate callers can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire...
Training Budget Part2

More Tips to Maximize Your Training Investment

In my previous post, I offered five tips to stretch your training dollars and do more with less. The following are five more ideas...
Training Budget

Get the Most Out of Your Training Budget

Training can be one of the biggest costs in any contact center. If you take several hundred (or thousand) agents and multiple that by...