Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Free Downloads
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Clare Santos
Clare Santos, Director, Knowledge & Quality, Customer Experience at Aviso
RECENT
POPULAR
5 Ways to Boost Team Performance
How to Thrive Through Seasonal Peaks
10 Ways to Give New Recruits an Amazing Welcome
Stop Making Your Absence Rates Go Up!
Ways to Reduce Friction Between Agents Working on Different Channels
How to Make Team Huddles More Engaging
A Fond Farewell: How to Offboard and Celebrate Departing Agents
How to Define Career Paths in Your Contact Centre
Editor's Pick
Top Contact Centre Predictions for 2026
5 Ways to Boost Team Performance
Turn a Bad Team Leader Into a Good Team Leader
Which Soft Skills Do CX Leaders Really Need?
Latest Resources
The Inner Circle Guide to AI-Enabled Agent Assistance
Report: The Zendesk AI Effect 2025
Upcoming Events
Webinar: Raising the Bar for CX in 2026
Beyond the Buzz: Real AI for Real CX – Webinar
Latest Blogs
6 Steps For Making AI Accessible and Practical in the Workplace
Big Beautiful Bill and Its Impact on Healthcare Contact Centres
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
