Mike Aoki, Author at LANtelligence

I got another telemarketing call from my internet provider. Their agent read rapidly from a script. They babbled endlessly about […]

One of the questions I get asked is how to build engagement with Work-from-Home agents. Here are three quick tips […]

Team Leaders are a work-from-home (WFM) agent’s lifeline to your company. Remember the old saying that an agent is the […]

Science fiction author Isaac Asimov’s book, “I, Robot,” lists “3 laws of robotics.” In his futuristic novel, robots obey these […]

While some contact centers are bringing every employee back to the office, many are opting for a hybrid (split onsite […]

How fast is the contact center industry changing? 16 months ago, only 5% of agents worked from home. Now many […]

Somethings make you shake your head in disbelief. One of those things was a message from a friend of mine. […]

Do you remember the TV game show, “Who Wants to be a Millionaire?” On the show, contestants could use a […]

A major contact centre recently invested in a state of the art live chat system. It included pre-written responses and […]

While many team members enjoy working from home, it can also create additional stress. The pressure to instantly answer email […]