How to Design Escalation Pathways That Really Work

Escalations are often viewed as a failure point in the customer journey. However, the need for escalation itself is rarely the problem. Rather, poorly designed escalation is, resulting in the painfully familiar “pass the parcel” experience.So how do you design escalation pathways that really work? We asked our contact centre experts to find out what it takes to deliver all-round better outcomes for agents and customers alike.Stop Treating Escalations as a Taboo TopicThe first step is