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

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

"Everything a business does is for and about the customer", says Annette Franz of CX Journey Inc.

Posted by Mike Aoki on Jan 29, 2019

Throughout the year of 2019, we will be hosting 6 CX Webinars, starting with the first one on February 21st. We are bringing you the most well-known experts in the industry to share their knowledge and expertise on customer experience. For the upcoming webinar, we have invited Annette Franz, the founder and CEO of CX Journey Inc., to discuss how CX Journey Mapping can improve CSAT and NPS results. Here's a short interview with Annette and some of her points of view about customer experience.

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Tags: Customer Experience, CCTR Operations

5 Tips to Provide Better IT Help Desk Support

Posted by Mike Aoki on Jan 15, 2019
Do people dread contacting your Help Desk? Have you received poor Customer Satisfaction Scores from external clients? Or, poor employee attitude survey scores from internal colleagues? Here are five quick tips to provide better IT Help Desk customer service.

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

How to Make Your Contact Center a Happy Place This Holiday Season

Posted by Mike Aoki on Nov 12, 2018

5 Tips to Maintain Agent Morale During the Holidays, While Keeping Customers Happy

I love the holiday season. I enjoy celebrating and spending time with loved ones. However, the holiday season can be challenging for contact centers. It means higher call volumes, more customer service demands and increased sales support. That means longer hours and more late night/weekend shifts for your Agents.


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Tags: CCTR Operations, How-to, holidays, employee experience

How Employee Experience (EX) Affects Customer Experience (CX)

Posted by Mike Aoki on Sep 12, 2018

"EX", or Employee Experience, is the new buzzword in Customer Service industry. Its popularity is ramping up along with the "Digital Transformation", "CX" and "Millennials", and it's not a coincidence. The increasing pressure of delivering the exceptional customer experience along with a learning curve of the new technology and tools are affecting contact center employees' motivation and loyalty. 

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Tags: Customer Experience, CCTR Operations

Common Analytics Mistakes That Lead to Higher Agent Attrition

Posted by Mike Aoki on Aug 27, 2018

Four Analytics Mistakes Enterprise Contact Centers Must Avoid

Managing an enterprise contact center is like, “Herding a bunch of cats.” Make one area work well and another area goes off track. So, leaders are constantly in damage control mode. Thankfully, analytics can identify which areas need help. However, there are common mistakes to avoid regarding analytics.

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Tags: CCTR Operations

Outsourced vs. In-House Customer Service

Posted by Mike Aoki on Jul 11, 2018

Benefits and Challenges of Outsourced Customer Service

When facing a choice of whether to outsource Customer Service or build an in-house department, many companies rush to compare the cost. But there are more aspects that you should consider. In this post, we brought two experts' opinions to give you a better perspective on both sides of the coin. 

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Tags: Customer Experience, CCaaS, CCTR Operations

Maximize Agent Performance With the Right Coaching Tools

Posted by Mike Aoki on May 11, 2018

Using audio and screen recording for coaching Agents

I was on a harbor dinner cruise when the captain made a slight change in the boat's direction. It seemed like a minor adjustment at first. However, that slight change eventually made a huge difference! Miles later, the boat had completely turned around thanks to a small course correction.

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Tags: Customer Experience, CCaaS, CCTR Operations