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Quality Conversations with Klaus

Quality Conversations with Klaus

By Klaus

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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S1E6: A story of remote-first hiring, cross-departmental practice called catfooding, and a Georgian shashlik bar

Quality Conversations with KlausMar 23, 2021

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30:28
S3E7: AI’s impact on the QA specialist role in support, with Mervi Sepp Rei, PhD
Nov 01, 202326:11
S3E6: How AI and empathy coexist in customer service with Sarah Hatter
Oct 25, 202336:20
S3E5: Leading a support team through the ins and outs of AI with Mercer Smith
Oct 19, 202328:60
S3E4: Talking chatbots with Declan Ivory from Intercom

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.


Oct 11, 202330:42
S3E3: Exploring new tools and career paths with Sylvain Mlodyszewski
Oct 04, 202333:59
S3E2: Talking automation as a customer service agent with Hosam Hassan
Sep 27, 202329:32
S3E1: All your questions about AI answered by Christopher Penn
Sep 20, 202336:25
S2E6: Hiring and supporting teams at scale with Inna Grynova

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.

Jan 06, 202339:46
S2E5: Harnessing the power of AI in support with Clemens Behrend

S2E5: Harnessing the power of AI in support with Clemens Behrend

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.

Dec 15, 202226:08
S2E4: How Fi keeps their pack of customers happy

S2E4: How Fi keeps their pack of customers happy

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. 

Nov 30, 202226:31
S2E3: Creating an open and collaborative feedback culture in support with VanMoof

S2E3: Creating an open and collaborative feedback culture in support with VanMoof

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.

Nov 09, 202224:15
S2E2: Focusing on quality in a scale-up with Deliverect’s Christian Osmundsen

S2E2: Focusing on quality in a scale-up with Deliverect’s Christian Osmundsen

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.

Oct 26, 202228:60
S2E1: Overcoming burnout in support with quality guru Ines van Dijk

S2E1: Overcoming burnout in support with quality guru Ines van Dijk

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.

Oct 12, 202225:30
S1E9: The hyper-specialized future of customer success at Gong

S1E9: The hyper-specialized future of customer success at Gong

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!

Mar 10, 202233:16
S1E8: Zendesk shares how being seen as a partner by your customers can make a world of difference

S1E8: Zendesk shares how being seen as a partner by your customers can make a world of difference

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!

Jun 28, 202121:39
S1E7: Scaling global high-performing support teams from the experience of Pipedrive

S1E7: Scaling global high-performing support teams from the experience of 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?

Jun 16, 202146:57
S1E6: A story of remote-first hiring, cross-departmental practice called catfooding, and a Georgian shashlik bar

S1E6: A story of remote-first hiring, cross-departmental practice called catfooding, and a Georgian shashlik bar

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!

Mar 23, 202130:28
S1E5: Life in a contact center - how to keep quality in mind in a 330,000-person company

S1E5: Life in a contact center - how to keep quality in mind in a 330,000-person company

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. 

Mar 19, 202141:19
S1E4: How one of the largest remote support teams in the world can also be one of the best providers of customer service

S1E4: How one of the largest remote support teams in the world can also be one of the best providers of customer service

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

While being one of the biggest players in the tech industry, Automattic is also known for delivering some of the most outstanding customer experiences. Andrea Badgley, Happiness Engineer at Automattic, sheds light on how one of the largest remote support teams in the world can also be one of the best providers of customer service.

Jul 20, 202025:41
S1E3: How Education Perfect maintained stellar support quality through explosive growth

S1E3: How Education Perfect maintained stellar support quality through explosive growth

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.

Jul 20, 202025:10
S1E2: How Zapier's support team is the true champion of asynchronous communication

S1E2: How Zapier's support team is the true champion of asynchronous communication

Welcome to Fireside Chats with Klaus and Valentina.

In this episode, we'll talk to Lauren Fearn, the Senior Manager of Global Core Support at Zapier. As a remote company spread across various timezones, the folks at Zapier are true champions of asynchronous communication. Lauren provided us with jam-packed insights on how they make it all work, as well as how they stick to their motto of “keeping support weird”.


Jul 14, 202027:13
S1E1: How Wistia's support team got an unexpected crash course in remote work

S1E1: How Wistia's support team got an unexpected crash course in remote work

Welcome to Fireside Chats with Klaus and Valentina - our brand new video series where we discuss the hottest topics in the world of CX with support leaders from around the world.

In the first episode, we'll be talking to Stacy Justino, Director of Customer Happiness at Wistia - the creators of the video marketing software we all love to use. Improving remote work experience was one of the goals Wistia’s team set for themselves at the beginning of 2020. Little did they know they'd get an intensive crash course just a few months into the year.

May 28, 202019:34