The Pendulum of Performance and Quality
Learn why customer service teams often struggle between speed and customer satisfaction
with Paolo Banterle, Customer Operations Automation Manager at Novo
Episode Summary:
On our quest through the depths of financial services with Cards Against Complexity, we meet Paolo, Customer Operations Automation Manager at Novo, to discuss strategies in customer service operations. With over a decade of experience at companies like Hotel Tonight, Airbnb, and now Novo, Paolo shares his insights on improving service efficiency while maintaining quality.
Key Takeaways:
• Balancing Performance and Quality:
Learn why customer service teams often struggle between speed and customer satisfaction, and how to approach these priorities strategically.
• Leveraging Tools for Better Support:
Discover how the right automation and technology can empower agents, streamline processes, and enhance customer experience.
• Structuring Continuous Improvement:
Understand why focusing on performance first helps set the foundation for long-term quality improvements in customer interactions.
Whether you're leading a support team, refining service operations, or interested in digital transformation, this episode provides practical frameworks for driving efficiency and excellence.
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