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Clare Santos

Clare Santos, Director, Knowledge & Quality, Customer Experience at Aviso

Recent Articles Most Viewed Articles
Tactics to Manage QA Well During Seasonal Peaks

Tactics to Manage QA Well During Seasonal Peaks

How to Communicate Your QA Framework Clearly

How to Communicate Your QA Framework Clearly

What Should You Do When You Think a Customer Is Lying?

What Should You Do When You Think a Customer Is Lying?

Which Games Actually Work While Agents Are Taking Live Calls?

Which Games Actually Work While Agents Are Taking Live…

Good Habits to Encourage in CX Leaders

Good Habits to Encourage in CX Leaders

How to Unite Your QA and Frontline Teams

How to Unite Your QA and Frontline Teams

5 Ways to Boost Team Performance

5 Ways to Boost Team Performance

How to Thrive Through Seasonal Peaks

How to Thrive Through Seasonal Peaks

10 Ways to Give New Recruits an Amazing Welcome

10 Ways to Give New Recruits an Amazing Welcome

Stop Making Your Absence Rates Go Up!

Stop Making Your Absence Rates Go Up!

Ways to Reduce Friction Between Agents Working on Different Channels

Ways to Reduce Friction Between Agents Working on…

How to Make Team Huddles More Engaging

How to Make Team Huddles More Engaging

A Fond Farewell: How to Offboard and Celebrate Departing Agents

A Fond Farewell: How to Offboard and Celebrate Departing…

How to Define Career Paths in Your Contact Centre

How to Define Career Paths in Your Contact Centre

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Smarter Ways to Close the Loop on Customer Feedback

Top Games to Reinforce Agent Skills and Knowledge

How to Speed Up and Simplify Your Security Process

Latest News

Five9 to Acquire Level AI in $325 Million Deal

Salesforce to Acquire Cresta to Expand AI Voice Capabilities

Resources

Webinar Replay: Should Voice Agents Replace IVRs?

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Upcoming Events

10th November 2026

Future-Ready Planning: Trends and Skills for Modern Planners – Webinar

11th November 2026

Preparing for 2027: What the Latest Research Tells Us – Webinar

Latest Blogs

The Discipline Behind Achieving a ‘Return on Intelligence’

7 Outbound Dialler Features You Need In Your Call Centre

Upcoming Webinars

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success