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.
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 (https://www.klausapp.com/blog/quality-conversations-mervi-sepp-rei)
25 Oct 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 (https://www.klausapp.com/blog/quality-conversations-sarah-hatter)
19 Oct 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 (https://www.klausapp.com/blog/quality-conversations-mercer-smith)
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