8 episodes

Quality Conversations with Klaus features stories of companies and individuals that go the extra mile to create an exceptional customer experience. Each episode features a positive customer service story, as well as actionable takeaways listeners can use to improve their own service.

Quality Conversations with Klaus Klaus

    • Business

Quality Conversations with Klaus features stories of companies and individuals that go the extra mile to create an exceptional customer experience. Each episode features a positive customer service story, as well as actionable takeaways listeners can use to improve their own service.

    E8: Fireside Chat With Emilie Robert, Enterprise Customer Success Executive at Zendesk

    E8: Fireside Chat With Emilie Robert, Enterprise Customer Success Executive at Zendesk

    Welcome to another episode of Fireside Chats with Klaus. This week, Valentina sat down with Emilie Robert, who is an Enterprise Customer Success Executive at Zendesk. 

    Within the knowledge-packed 20 minutes, you’ll hear how Emilie managed to maintain warm relationships with her customers despite the pandemic, how being seen as a partner by your customers can make a world of difference, as well as the surprising parallels between film production and customer success. Get cozy and enjoy!

    • 21 min
    E7: Fireside Chat With Mara Vicente, VP of Customer Service at Pipedrive

    E7: Fireside Chat With Mara Vicente, VP of Customer Service at Pipedrive

    Welcome to the Fireside Chats with Klaus. The host of today's episode is Martin Kõiva, the CEO & co-founder of Klaus who gave our regular host Valentina an evening off so that for once she could also enjoy the show from the audience.

    Not only is this episode special because Martin tries his hand at being a podcast host - but it’s also a rare opportunity to get to know how customer service is done at Pipedrive, one of the latest European unicorns.

    What’s more, this episode’s guest Mara Vicente, VP of Customer Service at Pipedrive, took on the job when Martin left Pipedrive to found Klaus. Intriguing, right?

    • 46 min
    E6: Fireside Chat with Martin Kõiva from Klaus

    E6: Fireside Chat with Martin Kõiva from Klaus

    This week, we tooted a bit of our own horn with Martin Kõiva, the CEO and one of the co-founders of Klaus. You’ll find out how remote-first hiring, a cross-departmental practice called catfooding, and a Georgian shashlik bar have all contributed towards Klaus’ success, as well as what’s cooking for Klaus in 2021. Enjoy!

    • 30 min
    E5: Fireside Chat: Life in a Contact Center

    E5: Fireside Chat: Life in a Contact Center

    Welcome to the freshest episode of Fireside Chats with Klaus, the CX series revealing the successes behind the coolest support leaders on this planet. We’re proud to present this episode featuring Ahmad Baydoun, Operations Manager at a leading customer experience management company.

    Ahmad started his journey in the company 11 years ago, and today Ahmad works with quality on the operations team. Within the 330,000 (!) person company, Ahmad leads an account for 500+ employees. Pretty impressive, huh?

    Let’s dive into it right meow. 

    • 41 min
    E4: Fireside Chat with Andrea Badgley from Automattic

    E4: Fireside Chat with Andrea Badgley from Automattic

    In this episode, we'll be talking to Andrea Badgley, Happiness Engineer at Automattic - the creators of WordPress.com, Tumblr, WooCommerce, and more! 

    • 25 min
    E3: Fireside Chat with Education Perfect

    E3: Fireside Chat with Education Perfect

    In this episode, we'll be talking to Emma, Tobin, and Reanne from Education Perfect. EP faced explosive growth in support volumes as a result of a worldwide switch to e-learning, while also making the switch to working remotely as a team. They shared their experiences of how to maintain stellar support quality and team cohesion.

    • 25 min

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