Mike Aoki

Reflective Keynotes Inc.

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 was chosen by ICMI.com as one of the "Top 25 Thought Leaders for 2021." He is a frequent contributor to Contact Center Pipeline magazine and a member of their Advisory Board. In addition, he serves on the board of GTACC (the Greater Toronto Area Contact Centre association). He co-authored the Amazon #1 bestselling leadership book, "Called to Action."

Articles by Mike Aoki

Turn Your Order Desk into an Inside Sales Team

Turn Your Order Desk into an Inside Sales Team

The conversion from order-taker to salesperson is not that easy. Nine tips to successfully transition your agents from a reactive to a proactive role.

People Development

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

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

The more companies want to please customers, the more that can be exploited by con artists, hackers and other cybercriminals through social engineering.

Strategy Service Delivery

Ethical Upselling

Ethical Upselling

Fulfilling identified customer needs, clearly outlining fees and mentioning any restrictions builds customer trust. It also increases the likelihood of repeat business and referrals.

People Development

Create a Sales Incentive Program in 3 Easy Steps

Create a Sales Incentive Program in 3 Easy Steps

Strike a balance between rewarding sales and maintaining great customer service. Sales should always be conducted ethically, with a goal toward helping your customer get the best performance and value.

People Performance Management People management

The Secret to Training Seasonal Agents

The Secret to Training Seasonal Agents

Seasonal agents may go on to become permanent, full-time agents. Properly treated, they may also become customers and cheerleaders for your brand.

People Culture Training and development

How to Handle Post-Holiday Returns and Cancellations

How to Handle Post-Holiday Returns and Cancellations

It is easy for agents to get discouraged by the constant deluge of post-holiday cancellations. Show that they are making an impact by sharing positive retention statistics.

Strategy Customer Experience People management

Being Your Personal Best as a Contact Center Leader

Being Your Personal Best as a Contact Center Leader

Strategy Visibility Strategic management People management

10 Common Retention Mistakes

10 Common Retention Mistakes

Strategy Customer Experience Strategic management People management