Quality Conversations with Klaus

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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.

  1. S3E7: AI’s impact on the QA specialist role in support, with Mervi Sepp Rei, PhD

    01/11/2023

    S3E7: AI’s impact on the QA specialist role in support, with Mervi Sepp Rei, PhD

    This episode marks two firsts in the season. One: the first person from Klaus joining to talk about customer service careers. Two: The first person who thinks AI is coming for our jobs! But there is a lot of nuance in that answer. Listen in to find out what Mervi Sepp Rei, PhD, Klaus’ Head of ML and Data thinks are the most important skills in customer service today, and how her work benefits those wanting to get smart about customer service data: klausapp.com/blog/quality-conversations-mervi-sepp-rei

    26 min
  2. S3E6: How AI and empathy coexist in customer service with Sarah Hatter

    25/10/2023

    S3E6: How AI and empathy coexist in customer service with Sarah Hatter

    As the founder of ElevateCX, Sarah Hatter brings together customer experience folks from far and wide. We explore the impact of AI and she emphasizes that the need for connection & empathy are not going anywhere. Listen for tips on how, as a customer service professional, you can be the best human in your role. Read the full transcript at klausapp.com/blog/quality-conversations-sarah-hatter

    36 min
  3. S3E5: Leading a support team through the ins and outs of AI with Mercer Smith

    19/10/2023

    S3E5: Leading a support team through the ins and outs of AI with Mercer Smith

    Klaus’ guest this episode is Mercer Smith. Mercer is a dynamic and driven CX leader who has worked with companies like Wistia, Atlassian, Trello and now PartnerHero. Mercer likes to empower customer service teams, so we talk about what that looks like in an era of change. How do you persuade a team to embrace AI when they are wary? How do you embrace AI if you are wary? Find the full transcript and show notes here: klausapp.com/blog/quality-conversations-mercer-smith

    29 min
  4. S3E4: Talking chatbots with Declan Ivory from Intercom

    11/10/2023

    S3E4: Talking chatbots with Declan Ivory from Intercom

    Our guest this episode is Declan Ivory, VP of Customer Support at Intercom. Grace and Declan discuss the need for support teams to prepare for AI, and their role in refining tools like chatbots. With Intercom’s release of smart bot, Fin, Declan has a unique viewpoint both at a strategic level and on the frontlines.

    31 min
  5. S3E3: Exploring new tools and career paths with Sylvain Mlodyszewski

    04/10/2023

    S3E3: Exploring new tools and career paths with Sylvain Mlodyszewski

    In this episode, we talk to Sylvain Mlodyszewski, looking at new tools in the AI space and some new career paths that will unfold as a result. Sylvain hails from Ultimate, a company that helps other businesses use AI to enhance and automate customer service. So he knows a lot about how different companies and people are successfully evolving with these new technologies. He emphasizes the need for upskilling, and we discuss the emergence of roles like chatbot managers and automation specialists. Find the full transcript and show notes at klausapp.com/blog/quality-conversations-sylvain-mlodyszewski

    34 min
  6. S3E2: Talking automation as a customer service agent with Hosam Hassan

    27/09/2023

    S3E2: Talking automation as a customer service agent with Hosam Hassan

    Hosam Hassan is a customer service agent turned entrepreneur, and is now Director of CXT Strategy at PartnerHero. Automating parts of his workflow proved a huge stepping stone for him. He weighs in on upcoming trends and gives practical advice on how you and your team can take a step up by embracing new technologies. Find the show notes and transcript here: klausapp.com/blog/quality-conversations-hosam-hassan

    30 min
  7. S3E1: All your questions about AI answered by Christopher Penn

    20/09/2023

    S3E1: All your questions about AI answered by Christopher Penn

    Quality Conversations with Klaus is back! This season, we'll tackle the topic of AI and customer service careers. This first episode explains AI for you in human terms. Our guest Christopher Penn is renowned for making the complicated accessible – and, actually, it's not even as complicated as you might think. Find the show notes at klausapp.com/blog/quality-conversations-ai

    36 min

  8. 06/01/2023

    S2E6: Hiring and supporting teams at scale with Inna Grynova

    We’re quickstarting the year with a quality conversation with Inna Grynova, the Head of Support at Shares. Inna breaks down the valuable lessons she’s learned from scaling support teams, as well as the importance of getting conversation samples right within quality assurance to find your blind spots.

    40 min
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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.

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