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Mike Aoki

Mike Aoki
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 has been chosen by ICMI as one of the “Top 50 Customer Service Thought Leaders on Twitter” for the past six years. He has also received the GTACC Award for social media influence, and co-authored the Amazon #1 bestselling leadership book, “Called to Action.”
Seven Tips for Call Center Upselling

7 Tips for Effective Upselling

I have had the same home phone provider for 25 years. I subscribed to that same company’s Internet service 18 years ago. Three years...
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...