Mike Aoki

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Mike Aoki is the President of Reflective Keynotes Inc., a training company that helps contact centers improve their sales and customer retention results. A contact center expert, Mike was chosen by ICMI.com as one of the “Top 50 Customer Service Thought Leaders on Twitter” for the past five years. He also received the GTACC Award for social media influence, and the Canadian Institute of Management's Quality Service Award for leadership. He is also a co-author of the Amazon #1 bestselling leadership book, "Called to Action."

Articles by: Mike Aoki

10 Tips for More Effective Contact Center Team Meetings



“It was the best of times! It was the worst of times!” While Charles Dickens was describing London and Paris in his book, “A Tale of Two Cities," that sentiment can also describe how some managers feel about running contact center team meetings. “They take too much time offline!” “They are boring!” [...]

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What are the Top Skills Contact Center Agents Need for 2020?



Stop me if this sounds familiar... A friend recently called a company to get help with one of their products. Although it was the first time he spoke with an agent, it was actually his third interaction with that company. He originally emailed them and got an auto-response. But his email never res [...]

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