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Mike Aoki

Mike Aoki
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Mike Aoki is the President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike is a frequent contributor to Contact Center Pipeline magazine. He also was chosen as one of the “Top 50 Customer Service Thought Leaders on Twitter” for the past four years.

The Latest Trends in Quality Assurance

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...
How to Make Your Contact Center Digital Transformation a Success

How to Make Your Contact Center Digital Transformation a Success

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....
3 Technologies to Drive Peak Performance of Your Contact Center

3 Technologies to Drive Peak Performance of Your Contact Center

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like...

Handling Irate Customers in the Financial Services Industry

“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating...

12 Tips to Find Time for Coaching

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale...
Turn Your Order Desk into an Inside Sales Team

Turn Your Order Desk into an Inside Sales Team

Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors....
Why Every Contact Center Needs Social Engineering Training

Are You Protected? Why Every Contact Center Needs Social Engineering Training

Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but...
Surprising ways to motivate your contact center agents

Surprising Ways to Motivate Your Agents

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an...
Training your seasonal contact center agents

The Secret to Training Seasonal Agents

“They are just temps,” said one contact center manager describing his seasonal agents. “They will be gone in a couple of months!” That condescending...
Coaching Your Call Center Agents

Coaching? Don’t Make Your Agents Defend Stupidity

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...
Engaging the C-Wing

How to Improve Your Center’s Loyalty and Retention Rates

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...
Create a Sales Incentive Program for Your Contact Center in 3 Easy Steps

Create a Sales Incentive Program for Your Center in 3 Easy Steps

“Trinkets and trash!” That was the description a contact center agent used to describe their company’s sales incentive program. This company had recently mandated...