Cracking the Code of Empathy to Supercharge Customer Experience in Contact Centers with Mike Aoki
May 24, 2023
Mike Aoki, President of Reflective Keynotes, joins Sean McIver to discuss the importance of empathy and communication skills in customer-facing roles, the challenges faced by frontline agents, and the need for positive reinforcement and empowering staff.
Specialising in helping small to midsize businesses, Mike offers customised customer service and sales training on-site or through webinars. He also serves as a keynote speaker and panellist at various events.
With over twenty years of experience in customer service, sales, and management, Mike brings practical examples to his workshops and speeches, leading to improved sales outcomes and increased client satisfaction and loyalty. His expertise has been sought by notable clients such as Equitable Bank, Miele, and Community Trust, and he has been featured in esteemed publications like the Globe and Mail and Contact Center Pipeline magazine.
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Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
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