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Episode 31 | How to Rebalance Your Contact Center for Success
Manage episode 462074356 series 3565299
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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.
“Customer service is really a balance between efficiency metrics. It’s about finding the right balance between technology and people, using technology to assist people, and ensuring those interactions or conversations are effective.” - Mike Aoki
Mike Aoki’s insights highlight the importance of adapting to generational communication preferences in customer service. He stresses finding the right balance between technology and human interaction to boost efficiency and satisfaction. Additionally, he advocates for prioritizing value to elevate contact centers into key strategic assets.
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