Escalation

Optimize Remote Agent Performance. What is call center escalation

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

Share this story

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.

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

How Will You Use AI
in Your Contact Center?

Learn how top leaders are ranking and prioritizing AI adoption and implementation in their contact centers.

Fill out the form below to download the report:


About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

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

You May Also Like

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds