Soft Skills in WFM | Mike Aoki

WFM Unfiltered | Workforce Management Podcast

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Dive into a transformative episode of WFM Unfiltered, featuring Mike Aoki, a renowned expert in customer service and workforce management from Reflective Keynotes Inc. Known for his passion for empowering agents and reducing talk time through soft skills training, Mike brings invaluable insights to the table that anyone in the industry can learn from. With over two decades of experience in agent training and a unique knack for breaking down complex concepts into actionable advice, Mike provides WFM professionals with the tools they need to build engaged and effective teams.

In this episode, Mike tackles the critical role of soft skills in workforce management, emphasizing how empathy, communication, and engagement drive better customer outcomes. We explore topics ranging from efficient agent request handling to the importance of viewing agents as “internal customers” who deserve clarity, support, and fairness. For those managing teams, Mike’s advice on how to give constructive "no's" while still inspiring hope is especially relevant.

As we delve further, we uncover why Mike believes simplicity and digestibility in messaging are keys to executive buy-in, and he breaks down the all-too-familiar “admin vs. strategy” debate for WFM leaders. He also shares his take on the future of customer interactions and AI's limitations in maintaining authentic, human connections.

Join us as we dig into practical and impactful advice on soft skills for workforce management. Whether you’re an experienced leader or new to the industry, Mike’s insights will leave you inspired and equipped to foster a healthier, more engaged workplace.

Watch the full episode and ensure you’re subscribed to catch all the latest from WFM Unfiltered: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1

Show Links:

• RightWFM website: www.rightwfm.com
• Email: [email protected]
• Podcast email: [email protected]
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
• YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
• Guest Links:
  
  • Reflective Keynotes: www.reflectivekeynotes.com
• • Mike's LinkedIn: https://www.linkedin.com/in/mikeaoki/

Thanks for listening.
If you'd like to contact me about the show, you can email me HERE.
If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE.
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