CX Mailbag - Mike Aoki - Conversations That Matter - Episode #44

Conversations That Matter, a podcast from Uniphore

Welcome to another CX mailbag! Today’s guest is a certified CXpert who has been picked as a ICMI Top 25 thought leader for the past 7 years. Mike Aoki is the President at Reflective Keynotes Inc, and the guest speaker on this episode of Conversations That Matter. Mike sits down with host Randy Ksar to answer CX questions from the community, bust a CX myth, discuss ways to boost employee experience, and explore how he trains frontline agents in contact centers.

Takeaways:

• Net Promoter Scores are not owned by just the contact center, but rather the whole organization.

• Different generations are drawn to different mediums of customer support. Younger generations are highly effective at live chat where agents are required to communicate efficiently over text.
• It is important to cover the nuances of communication across a variety of mediums for new hires.
• For most organizations, your call volumes only make up between 1-10% of your client base. As an agent, it can be easy to feel like all you hear is negativity, but it is important to remember that it is only a small sample.
• While many brands are looking to move to a text chat exclusive support system, voice based still has its merits. For customers dealing with complex or emotional problems, talking to a human voice results in higher satisfaction.
• As frontline agents spend most of their time talking with customers, it can get a little isolated. When those agents are remote, that feeling of isolation increases. Contact center leaders need to be creating ways to engage remote employees.
• If you are a contact center leader looking to connect with other professionals in the industry, most cities feature regional associations.

Quote of the Show:

• “Is the role being defined as simply the complaints department or is it defined as really tying back to a bigger vision of some kind?” - Mike Aoki

Links:

• Twitter: https://twitter.com/mikeaoki
• LinkedIn: https://www.linkedin.com/in/mikeaoki/
• Website: http://www.reflectivekeynotes.com/
• Book Link: https://www.amazon.ca/Called-Action-Collection-Inspiring-Stories-ebook/dp/B07JJHVXWL

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M