Customer Escalation Management Collaborative Articles

How do you map customer journeys to identify escalation triggers?

Learn how to use customer journey mapping and escalation triggers to optimize your customer experience and prevent or reduce escalations.

Customer Escalation Management

How do you leverage technology or tools to support your escalation management process?

15 contributions 5 months ago

Learn how to handle complex or sensitive customer issues with these six steps. Improve your skills, competencies, and results in customer escalation management.

Customer Escalation Management

How do you recognize and reward your agents for successfully handling customer escalations?

29 contributions 2 weeks ago

Learn how to recognize and reward your agents for successfully handling customer escalations with tips on success criteria, feedback, incentives, and culture.

Customer Escalation Management

How do you recover customer trust and loyalty after a negative escalation experience?

35 contributions 1 week ago

Learn how to turn a negative escalation experience into a positive outcome. Follow these six tips to restore customer confidence and satisfaction.

Customer Escalation Management

What are the benefits of having a dedicated escalation team or process in your organization?

21 contributions 5 months ago

Learn how having a dedicated escalation team or process can help you improve customer satisfaction, reduce costs, and prevent escalations.

Customer Escalation Management

What are the benefits and challenges of using SLAs as escalation criteria?

10 contributions 5 months ago

Learn how to use service level agreements (SLAs) as escalation criteria in customer escalation management, and discover the benefits and challenges of this approach.

Customer Escalation Management