Mike Aoki - "How to Rebalance Your Contact Center for Success"
Mike Aoki, President of Reflective Keynotes Inc., discusses rebalancing contact centers for optimal performance. He highlights the generational communication gap and the importance of AI in managing routine tasks. He also emphasizes viewing contact centers as drivers of customer loyalty and brand value rather than as cost centers.
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Contact Centers
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9LGHR 7UDQVIRUPLQJ&RQWDFW&HQWHUVWR 9DOXH&HQWHUV7KURXJK6WUDWHJLF8SVHOOLQJ ҮÌɅdž҃ɔǪ҃ʢǻdž҃dž˟ŽȿɾȮdžʔ҃ɔǪ҃Ž҃ƫɔɅʢŽƫʢ҃ƫdžɅʢdžʆ҃ʔǻȈǪʢȈɅǬ҃ Ǫʆɔȿ҃Ž҃ƫɔʔʢ҃ƫdžɅʢdžʆ҃ʢɔ҃Ž҃ˑŽȮʰdž҃ƫdžɅʢdžʆ҃Ȉʔ҃ŽɾɾʆɔɾʆȈŽʢdž҃ ʰɾʔdžȮȮȈɅǬҎ҃ėǻȈʔ҃ȈɅˑɔȮˑdžʔ҃džɅǬŽǬȈɅǬ҃˖Ȉʢǻ҃ƫʰʔʢɔȿdžʆʔҏ҃ ǻdžȮɾȈɅǬ҃ʢǻdžȿ҃˖Ȉʢǻ҃ŽɅ҃Ȉʔʔʰdžҏ҃ƢʰȈȮƷȈɅǬ҃ǬɔɔƷ˖ȈȮȮ҃ŽɅƷ҃ ȮɔˢŽȮʢˢҏ҃ŽɅƷ҃ʢǻdžɅ҃ɾɔȈɅʢȈɅǬ҃ɔʰʢ҃˖Žˢʔ҃ʢǻdž҃ƫʰʔʢɔȿdžʆ҃ ƫŽɅ҃džȈʢǻdžʆ҃ʔŽˑdž҃ȿɔɅdžˢ҃ɔʆ҃ȿŽȥdž҃Ƣdžʢʢdžʆ҃ʰʔdž҃ɔǪ҃Ž҃ ɾʆɔƷʰƫʢҎү ҟ҃·†ŸH҂ÌŸ†
9LGHR /HYHUDJLQJ'DWDWR(QKDQFH &XVWRPHU([SHULHQFHDQG(IILFLHQF\ ҮndžʢʢȈɅǬ҃ƢŽƫȥ҃ʢɔ҃ǻɔ˖҃ȿʰƫǻ҃ˑŽȮʰŽƢȮdž҃ƷŽʢŽ҃ʢǻdžʆdž҃Ȉʔ҃ Ǫʆɔȿ҃ˢɔʰʆ҃ǪʆɔɅʢȮȈɅdžҏ҃ˢɔʰ҃ƫŽɅ҃ŽƫʢʰŽȮȮˢ҃ʔʢʆdžŽȿ҃ ɔɾdžʆŽʢȈɔɅʔҏ҃Ʌɔʢ҃Ȟʰʔʢ҃ȈɅ҃ʢǻdž҃ƫɔɅʢŽƫʢ҃ƫdžɅʢdžʆҏ҃Ƣʰʢ҃ŽȮʔɔ҃ ȈɅ҃ȿŽʆȥdžʢȈɅǬҏ҃ʔǻȈɾɾȈɅǬҏ҃ƢȈȮȮȈɅǬҏ҃ǪʰȮ̅ȮȮȿdžɅʢҏ҃ŽɅƷ҃džˑdžɅ҃ ȈɅ҃Ž҃ʆdžʢŽȈȮ҃ƫǻŽȈɅҎ҃ėǻdžʔdž҃ŽʆdžŽʔ҃ƫŽɅ҃Ƣdž҃ȈȿɾʆɔˑdžƷҏ҃ ˖ǻȈƫǻ҃ƢʰȈȮƷʔ҃džǪ̅ƫȈdžɅƫˢ҃ŽɅƷ҃ʔŽˑdžʔ҃ȿɔɅdžˢҎү Ҟ҂·†ŸH҂ÌŸ†
9LGHR (IIHFWLYH7UDLQLQJ%RRVWV$JHQW (QJDJHPHQWDQG5HGXFHV7XUQRYHU&RVWV ҮÌɅdž҃ɔǪ҃ʢǻdž҃ʢǻȈɅǬʔ҃ʢǻŽʢ҃Ǭdžʢʔ҃ȿȈʔʔdžƷ҃ȈɅ҃ŽȮȮ҃ʢǻdž҃ʢŽȮȥ҃ ŽƢɔʰʢ҃džȿɾȮɔˢdždž҃džɅǬŽǬdžȿdžɅʢ҃ŽɅƷ҃džȿɾȮɔˢdždž҃ ŽʢʢȈʢʰƷdž҃Ȉʔ҃ʢǻdž҃ȈȿɾɔʆʢŽɅƫdž҃ɔǪ҃ʢʆŽȈɅȈɅǬ҃ɾdžɔɾȮdž҃ ɾʆɔɾdžʆȮˢ҃ŽɅƷ҃džʄʰȈɾɾȈɅǬ҃ʢǻdžȿ҃˖Ȉʢǻ҃ʢǻdž҃ʆȈǬǻʢ҃ʔȥȈȮȮʔ҃ʔɔ҃ ʢǻdžˢ҃ƫŽɅ҃ǻdžȮɾ҃ɔʢǻdžʆʔҎү Ҟ҂·†ŸH҂ÌŸ†
9LGHR %DODQFLQJ(IILFLHQF\DQG (IIHFWLYHQHVVLQ&XVWRPHU6HUYLFH ҮȮȮ҃ʢǻdž҃ʢɔɔȮʔ҃ȈɅ҃ʢǻdž҃˖ɔʆȮƷҡ†ҏ҃ȥɅɔ˖ȮdžƷǬdž҃ ƢŽʔdžʔҡŽʆdž҃ʢǻdžʆdž҃ʢɔ҃džɅŽƢȮdž҃ŽɅƷ҃ǻdžȮɾ҃ˢɔʰʆ҃ ƫʰʔʢɔȿdžʆʔҏ҃Ȟʰʔʢ҃Žʔ҃ʢǻdž҃ɾdžɔɾȮdž҃Žʆdž҃Žʔ҃˖džȮȮҎү Ҟ҂·†ŸH҂ÌŸ†
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