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.