Beyond the Call Center : Why Dedicated Remote Talent is the MSP Growth Lever
Discover the critical difference between low-cost outsourcing and strategic staff augmentation. This episode explores how to bridge those gaps by integrating dedicated international resources who bring high-level problem-solving initiative and cultural alignment to your service desk. You will learn how to implement essential daily disciplines and structured onboarding plans that ensure these remote team members are fully integrated into your company culture.
Using “Moneyball” to Hire & Retain Top Talent for Your MSP
A major theme of this episode is applying the concept of Moneyball to recruitment. In the book (and movie), the Oakland A's realized they couldn't afford "five-tool players" (superstars who do everything), so they focused on undervalued players who were elite at one specific thing (getting on base).
James Bier argues MSPs should do the same. You might not find the perfect "unicorn" technician who knows every stack and has perfect soft skills. Instead, look for "Trade Craft" and "Grit"—traits that are often undervalued by traditional HR but predict massive success in an MSP environment.