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

3 Quick Tips to Help Your Team Avoid Burnout While Working from Home

Posted by Mike Aoki on Aug 12, 2020

Before Covid-19, a typical pre-work routine involved showering, changing into work clothes, and commuting to an office building. Now, many contact center employees work from home and their routines have changed. 

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Tags: CCTR Operations, employee experience, Contact Center

Reduce Remote New Hire Turnover: Build Engagement into Your Training

Posted by Mike Aoki on Jul 6, 2020

Discover how you can reduce remote new hire turnover and build better engagement into your training now. 

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Tags: UCaaS, Customer Experience, Insider

5 Tips to Succeed at Phone/Video Conference Sales Calls

Posted by Mike Aoki on Jun 3, 2020

“Almost 90 percent of sales have moved to a videoconferencing (VC)/phone/web sales model” due to Covid-19, according to a recent McKinsey and Company survey. Get Mike Aoki's full insights now. 

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Tags: UCaaS, Customer Experience, Insider

10 Ideas to Lead Your Contact Center During Covid-19 - Part 2

Posted by Mike Aoki on Apr 29, 2020

In Part 1 of this two part series, we covered five ideas to lead your contact center through this current environment (COVID-19). To build on that, here are five more ideas to support your team through this challenging time. Here's Part 2. 

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Tags: Customer Experience, CCaaS, CCTR Operations, employee experience

10 Ideas to Lead Your Contact Center During Covid-19 - Part 1 of 2

Posted by Mike Aoki on Apr 22, 2020

Coronavirus has caused a massive increase in customer volume for most contact centers. Combined with physical distancing requirements, that means contact center leaders have multiple challenges. In this two-part post, let’s look at ideas to help with this situation.

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Tags: Customer Experience, CCaaS, CCTR Operations, employee experience

5 Tips to Provide Better Customer Service via Email

Posted by Mike Aoki on Feb 26, 2020


Learn the five tips to providing better customer service via email and improve your contact center’s email customer service. 

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Tags: Customer Experience, CCaaS, CCTR Operations, employee experience

5 Customer Experience Tips for IT Help Desks

Posted by Mike Aoki on Feb 16, 2020


Learn the five tips to improving your IT Help Desk’s internal “customer” service scores & get your team recognized as a vital resource that supports your business now. 

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Tags: Video, CCaaS, CCTR Operations, employee experience

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