Escalation

Optimize Remote Agent Performance. What is call center escalation

Escalation in the contact center refers to the persistent rise in importance, severity, or scope of a customer issue, business process, or task. 

Effectively escalating customer issues means that these issues are dealt with faster. Ignoring customer issues has a habit of snowballing; if the issue isn’t resolved quickly, it can impact the organization as a whole or negatively reflect on your brand.

Ticketing systems are one solution for effectively managing issue escalation.  Ticketing systems can provide updates via customers’ preferred methods of communication. This transparency builds a sense of reassurance and trust that a company has acknowledged each request for support. It also considers the customers’ time.


More Call Center Escalation Resources

Call Recording Software for Call Centers | LiveVox

Gain complete “eyes and ears” visibility on 100% of interactions across all channels, effortlessly retrieve and play back any interaction.

Call Barging: What Is It and Why Should You Use It? | LiveVox

Because it’s a great de-escalation tool, call barging helps more customers leave the call feeling satisfied, which aids in retention. As a training tool, it helps new agents get comfortable faster, which means they reach full productivity sooner.

Call Center Secret Weapon: Speech Analytics | LiveVox

Studies have found that the best way to develop emotional intelligence is through practice. Agents can practice soft skills like empathy, active listening, and de-escalation by leveraging real-time speech analytics. They can coach your agents during customer calls and provide recommendations.

Top Contact Center & Inbound Call Center Metrics | LiveVox

A virtual agent allows for quick response time, while also helping to escalate issues that need to be solved quickly. Like IVR, virtual agents are the first line of information gathering from customers and can often resolve issues prior to needing a human agent.

How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools (livevox.com)

Ticketing software, also called help desk software, stores tickets alongside the relevant customer data so that all the necessary information on a case is located in one place. This easy-to-use system empowers any agent to jump in and take over a case regardless of whether they’ve worked on it in the past. It also gives managers and administrators a quick debrief on what’s been done so far and where things stand.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.