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Episode 24 | Building Customer Service from the Ground Up
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Chris Rojas, Head of U.S. Customer Service at Raisin, shares insights on transforming customer support teams from cost centers into value creators. He discusses building customer-centric operations, aligning stakeholders on service goals, and leveraging qualitative and data-driven approaches. He also highlights AIâs role in empowering agents, not replacing them, and stresses robust agent support to foster trust and reduce turnover.
"A great customer service that supports the success of any business is worthy of the right level of time and investment and can bring significant value to any organization." - Chris Rojas
Chris Rojas shares valuable insights on redefining service operations through strategic alignment. He highlights the importance of treating customer experience as a competitive differentiator, which can unlock significant value for organizations. Additionally, he emphasizes optimizing human-technology collaboration to empower service teams, ultimately driving success and enhancing overall performance in customer service.
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