MIKE AOKI
FEATURE
MEETING TODAY ’ S COACHING , TRAINING CHALLENGES
HOW TO MANAGE WITH GENERATIONS , IMPATIENT CUSTOMERS , AI , AND REMOTE WORK .
BY BRENDAN READ , CONTACT CENTER PIPELINE ; Q & A WITH MIKE AOKI , REFLECTIVE KEYNOTES
ILLUSTRATION PROVIDED BY ADOBE IMAGES
The key to contact center success is having a highly qualified , motivated , committed , and well-trained and coached workforce . But that is not always and is an ongoing challenge to achieve , with those challenges ever-changing .
For insights and recommendations we had a virtual conversation recently with Mike Aoki . A member of our Advisory Board , Mike is president of Reflective Keynotes , which provides customer service , sales , and coaching training .
MIKE AOKI
ARE YOU SEEING ANY CHANGES IN COACHING AND TRAINING AND IF SO , WHAT ARE THEY AND WHAT FACTORS ARE DRIVING THEM ?
A : Generation Z ( under-27 year olds ) is now entering the workforce and becoming the mainstream . And they deserve more voice queue training .
Imagine being asked to learn Morse code and communicate with customers by telegraph . In other words , being asked to use an “ outdated ” technology you would never use in your personal life .
6 CONTACT CENTER PIPELINE