A contact centre expert, Mike Aoki has written for the following publications:

"Create a Sales Incentive Program for Your Center in 3 Easy Steps" in the Contact Center Pipeline blog

"Practical Ways to Drive Agent Engagement" in Contact Management magazine

"Employee Engagement: Little Things Make a Big Difference!" in the Injixo.com blog

"Common Analytics Mistakes That Lead to Higher Agent Attrition" in the LANtelligence.com blog

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