#146 Balancing Agentic AI and Human Connection in the Contact Center

Is your organization fully realizing the value of your contact center, or is it being limited by a narrow focus on efficiency and cost control?

In this episode of the Delighted Customers podcast, I sit down with renowned Canadian contact center consultant and trainer Mike Aoki to examine how contact centers serve as the real-time pulse of customer experience. Together, we explore the evolution of the contact center from its early telephone-based days to today's complex, omnichannel environments shaped by agentic AI and chatbot technology. The discussion underscores the significant impact that leadership priorities, technology decisions, and agent empowerment have on both customer outcomes and business performance. When the contact center is viewed merely as a cost center and subjected to relentless efficiency metrics, organizations risk not only increased customer churn, but also missed opportunities for competitive intelligence, brand loyalty, and measurable business growth.

You should listen to this episode if you are committed to building an organization where customer experience is not just a catchphrase, but a measurable advantage. Mike Aoki brings over three decades of frontline and management expertise in contact centers, working closely with major organizations such as the Royal Canadian Mint, EQ Bank, and Pitney Bowes. His insights are especially relevant to leaders navigating the intersection of AI adoption, agent turnover, and rising customer expectations.

In this conversation, Mike provides clear, actionable answers to these pressing questions:

• What are the key differences between traditional chatbots and agentic AI, and how should each be leveraged within evolving contact center operations?

• What are the most common mistakes leaders make when managing contact center performance, and what metrics truly matter for customer experience and long-term retention?

• How can organizations successfully integrate AI to support—not replace—human agents and ensure that complex, emotionally charged interactions lead to positive outcomes?

If you are responsible for customer experience, service operations, or digital transformation, I would encourage you to listen and subscribe. Find the Delighted Customers podcast on Apple Podcasts and Spotify, as well as all major podcast platforms.

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Meet Mike Aoki

Mike Aoki is a leading Canadian customer service and sales trainer with more than 35 years of experience in every facet of contact center operations. He has advised prominent organizations including the Royal Canadian Mint, EQ Bank, and Pitney Bowes on how to leverage the contact center as a strategic source of customer insight and a driver of customer loyalty. Starting his career when contact centers were voice-only operations, Mike has guided businesses through significant transitions—from FAQ-based telephone service, to the adoption of email, to the complexities of omnichannel engagement and the rise of agentic AI.

A noted speaker and writer, Mike emphasizes that while technology is essential for scale and efficiency, true customer experience excellence is achieved through a balanced focus on agent empowerment, emotional intelligence, and effectiveness. He challenges leaders to reconsider the metrics and incentives that shape agent behavior and to invest in both the technical and human sides of service delivery. Mike's hands-on experience and practical frameworks have made him a respected voice in the industry.

Connect with Mike on LinkedIn.