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The AI in Business Podcast
Attracting and Retaining Talent with Data in Field Services and B2b Workflows - with Fabio Raffone of Tetra Pak
Sep 11, 2024
26:08
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Fabio Raffone, Vice President of Customer Service Operations for Tetra Pak, dives into the pressing challenges of attracting and retaining talent in field services. He emphasizes the critical role of AI and data-driven strategies in recruitment, stressing the importance of soft skills and alignment with company values. The conversation highlights innovative onboarding practices and the need for strong customer relationships to create a positive work environment. Fabio also touches on the need for continual competence development amid diverse market challenges.
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Quick takeaways
- Attracting and retaining talent in field services requires prioritizing soft skills like communication over purely technical abilities for enhanced customer satisfaction.
- Tetra Pak's commitment to competency development, allocating significant training time, fosters employee engagement and reduces turnover in a competitive labor market.
Deep dives
Challenges in Attracting Talent
Field service leaders face significant challenges in attracting and retaining talent within the rapidly evolving landscape of AI applications. A key issue is the necessity to hire individuals who not only possess technical skills but also embody a problem-solving attitude and a willingness to engage with new challenges. Companies like Tetra Pak recognize that soft skills, such as effective communication, often weigh more heavily on customer satisfaction than mere technical prowess. As illustrated by their experience, a service engineer with strong communication skills was preferred, even if they took longer to resolve issues, highlighting the importance of customer experience in service delivery.
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