Mike Aoki

Mike Aoki
Mike Aoki is the President of Reflective Keynotes Inc. (http://www.reflectivekeynotes.com ), a training company that helps contact centers improve their sales and customer retention results. A contact center expert, Mike serves on the advisory council of the Greater Toronto Area Contact Center Association and was Master of Ceremonies for five of their Annual Conferences. He was also chosen by ICMI.com as one of the “Top 50 Customer Service Thought Leaders on Twitter” for the past four years.
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Recent Posts

5 Tips for Handling Irate Customers in the Telecom Industry

Posted by Mike Aoki on Nov 4, 2019

Experiencing irate customers in your contact center? Read on to discover the 5 tips for handling irate customers in your contact center. 

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Tags: Customer Experience, Tip of the Month

5 Tips to Help Electric and Natural Gas Contact Centers Convert More Inquiries into Sales

Posted by Mike Aoki on Jul 16, 2019

I have run sales training workshops for several energy re-sellers over the past ten years. Their Agents need to handle the usual customer service issues. On top of that, most Agents have a requirement to convert inquiries into sales and cross-sell existing customers onto other products. While general sales skills are important, here are 5 tips specific to the energy re-selling industry.

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Tags: Customer Experience, CCTR Operations

5 Tips to Help Professional Associations Provide Great Customer Experience for Their Members

Posted by Mike Aoki on Jun 18, 2019

“When is my membership renewal date?” “How many educational credits do I need this year to maintain my designation?” “What are the benefits of my association membership?” If you work for a professional association, you probably have members asking these questions every day. How well you handle these situations impacts membership renewals and retention.

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Tags: Customer Experience, verticals

Sangeeta Bhatnagar: Commit to a Great HUMAN Experience!

Posted by Mike Aoki on May 23, 2019

Sangeeta Bhatnagar have been in customer service her entire career, starting in an answering service after high school through founding SB Global, Human Capital Solutions in 2008. As an industry veteran and a chair of GTACC (Greater Toronto Area Contact Center Association), Sangeeta advocates for Human Experience First approach whether it applies to your customers or employees. Sangeeta is another guest expert at our upcoming live webinar where along with Jeff Doran they will share advice on attracting and retaining superstar Contact Center employees. 

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Tags: Customer Experience, CCTR Operations, employee experience

Healthcare Industry CX Best Practices

Posted by Mike Aoki on May 16, 2019

5 Customer Service Tips for Healthcare Industry Contact Centers

Why can’t you tell me over the phone?”, “What do you mean that’s not your policy?” “Is there anyone else who can help me?” Those are common customer service complaints in healthcare. In addition to actual medical attention, patients and their families often deal with booking appointments, getting specialist referral visits and reporting billing errors. That leads to understandable patient frustration.

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Tags: Customer Experience, verticals

Jeff Doran: With a Big Focus on AI Comes Challenge of Attracting The Right Employees

Posted by Mike Aoki on May 2, 2019

Jeff Doran, a sought after speaker, author and a Founder and President of CCEOC Inc, made employee experience in Customer Service industry a work of his life. We invited him to be a guest speaker at our upcoming CX Webinar and asked him a few questions about his career and outlook on the industry.

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Tags: Customer Experience, CCTR Operations, employee experience

5 Customer Service Tips for Manufacturers on How to Support Your Distribution Channel

Posted by Mike Aoki on Apr 16, 2019
"They are our sales force. Without wholesalers and retailers, we can't make money!" a Business Development Manager said to me recently. He was right! Most manufacturers do not sell directly to the public. Instead, they sell through wholesalers and retail channels to make a profit.
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Tags: Customer Experience, CCTR Operations, How-to, verticals

Insurance Industry CX Best Practices

Posted by Mike Aoki on Mar 12, 2019

5 Customer Service Tips for Insurance Industry Contact Centers

Insurance is one of the most challenging industries for customer service. People do not want to think about life insurance since, it reminds them of dying. Others think auto insurance prices are too high. Meanwhile, people file claims only when something bad happens: car accident/theft, home disasters or even serious illness/death.

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Tags: Customer Experience, verticals

"AI and Machine Learning will become prevalent in CX in upcoming years.", says Kay Phelps of 8x8

Posted by Mike Aoki on Mar 7, 2019

To continue with our series of customer experience webinars of this year, the second one will take place on April 4th, which will bring more knowledge and expertise in the industry. This time Kay Phelps, a contact center professional from 8x8, will share some tips for new technology adoption in contact center. Here is how Kay sees the future of CX and her best advice to customer service leaders.

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Tags: Customer Experience, CCTR Operations

5 Customer Service Tips for Energy Industry (HVAC) Contact Centers

Posted by Mike Aoki on Feb 13, 2019

“A chain is only as strong as its weakest link.” That saying is at the heart of customer experience: consistently execute every step in a customer’s journey. That is vital when your customers’ heating and air conditioning is at stake. So, how do major HVAC (Heating, ventilation, and air conditioning) contact centers ensure their customers get the best possible experience? Here are five tips:

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Tags: Customer Experience, CCTR Operations, How-to, verticals