Quality Conversations with Klaus

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.

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.

John & Niclas sat down with Clemens Behrend, the former Global Director of Customer Support at Bitpanda, to discuss the practical uses of AI in customer support, why crypto companies should be monitoring quality internally, as well as the potential pitfalls of outsourcing.

This week’s episode is an absolute treat! John & Niclas speak with Arielle Yoder. Arielle is the Customer Experience Quality Manager at Fi, a smart dog collar company based in New York. Arielle shares how they keep their pack of customers happy with personalized customer interactions, and why a transparent QA process is important for teams from the get-go. 

Our hosts Niclas & John didn’t have to look far for this week’s guest. Stephanie Robilliard is the Project Manager for Service Operations at VanMoof, a next-generation e-bike company based in Amsterdam. The three Amsterdammers discussed the influence that globalization & automation have had on customer expectations in the B2C sphere, and Stephanie spilled the beans on how peer reviews have helped VanMoof nurture a collaborative feedback culture.

This week, Klaus’ conversational experts Niclas & John speak with Christian Osmundsen. As the Global Head of Support at Deliverect, Christian shared his many nuggets of wisdom on support quality, building a strong team, and how not to crash and burn - as well as the most valuable lesson he learned while working at Netflix.

Quality Conversations with Klaus returns! Meet your new hosts Niclas & John as they speak with Ines van Dijk. Ines founded her own quality consultation company after many years of working in frontline support at Automattic. She shared her knowledge on how to relieve stress and burnout in customer service, inspire a growth mindset within agents, as well as how to develop a solid quality framework.

Our special guest this week is Brandon Latteri, a Customer Success Manager at Gong. Brandon spoke about the hyper-specialized future of customer success, how revenue intelligence can lead to better conversations, and a little about his superpowers. Put some kindling on your fire and settle in!

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!

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.