Escalation management

Escalation management is the process of developing a framework to handle and resolve customer escalations resulting from substandard levels of customer service. Escalations are an ever-present aspect of customer service and customer experience management. After all, if the user didn’t have a problem or inquiry, they wouldn’t be calling. The most common form of a CX escalation is a hierarchical escalation, where the user requests to speak to an agent’s manager after not getting the answers or results they need from their point of contact.

The easiest way to reduce the number of escalations in your contact center is to identify your pain points, whether that be a sub-par agent, a lack of self-service options, or reducing wait times. Once you’ve identified your most common pain points, define an escalation management process that agents can use when placed in scenarios where an escalation is likely. Having an escalation process in place for everyday situations empowers your agents with the knowledge and information they need to deescalate and resolve the issue.