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EP 12 - John Paladino on Navigating Staffing Strategies and Support Automation

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Manage episode 422006617 series 3474267
Content provided by John Paladino. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John Paladino or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

In this episode, John shares his journey of scaling up high-touch support for a small yet demanding customer in Dubai. He delves into the challenges of continuous training due to high staff turnover and how a proactive approach, involving rotating support staff, significantly reduced support requests.

Key Takeaways:

Proactive Problem-Solving: John highlights the importance of understanding customer needs and being proactive in addressing training issues to reduce support volume.

Strategic Staffing: He discusses his philosophy on hiring top talent and maintaining a lean support team, avoiding the need to double the headcount.

Leveraging Automation: The episode underscores the role of automation in scaling up support efficiently and ensuring consistency in service delivery.

Adapting to Customer Needs: John discusses how to scale up support in a way that aligns with the company's growth and complexity.

  continue reading

14 episodes

Artwork
iconShare
 
Manage episode 422006617 series 3474267
Content provided by John Paladino. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John Paladino or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

In this episode, John shares his journey of scaling up high-touch support for a small yet demanding customer in Dubai. He delves into the challenges of continuous training due to high staff turnover and how a proactive approach, involving rotating support staff, significantly reduced support requests.

Key Takeaways:

Proactive Problem-Solving: John highlights the importance of understanding customer needs and being proactive in addressing training issues to reduce support volume.

Strategic Staffing: He discusses his philosophy on hiring top talent and maintaining a lean support team, avoiding the need to double the headcount.

Leveraging Automation: The episode underscores the role of automation in scaling up support efficiently and ensuring consistency in service delivery.

Adapting to Customer Needs: John discusses how to scale up support in a way that aligns with the company's growth and complexity.

  continue reading

14 episodes

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