President of Reflective Keynotes Inc
Mike Aoki is the President of Reflective Keynotes Inc., a Canadian 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. He also serves on the board of GTACC (the Greater Toronto Area Contact Centre association) and has spoken at a number of their conferences. He co-authored the Amazon #1 bestselling leadership book, "Called to Action."
How did you get to become an expert in your key topics?
What sub-topics are you most passionate about?
I love helping contact center team members learn how to handle irate customers. There is a real skill in helping customers when they are upset.
Who influences you within these topics?
Within the contact center industry, Sangeeta Bhatnagar, Susan Hash, Leslie O’Flahavan, Jeremy Watkin, Neal Topf, Neal Dlin and Jenny Dempsey are all big influences. For general motivational, Tony Robbins, Wayne Dyer and Brian Tracy are some of my favourite authors.
What challenges are brands facing in this space?
Brands face the risk of having customer service issues go viral. To prevent this, front line employees must be trained to provide great customer service.
What do you think the future holds in this space?
What brands are leading the way in this space?
If a brand wanted to work with you, which activities would you be most interested in collaborating on?
What are your passions outside of work?
I love spending time with my wife and son. We go on nature walks and scenic drives. I am also a huge fan of action and sci-fi movies.
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