cards against complexity PODCAST
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EPISODE 
02: Financial Services

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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