Certificate in Escalation Management

Escalation Management

About Escalation Management

Escalation management is a procedure set up to handle events and problem management inside a system, ensuring that concerns are addressed at the appropriate level and problems are remedied.

Escalation systems may be divided into two categories: functional escalation and hierarchical escalation. Depending on the problem the consumer has, your companies could need to use either one, the other, or both.

Why is Escalation Management important?

Escalation management procedures guarantee that customer care representatives can satisfy as many consumers as they can. Additionally, escalation procedures include methods for addressing problems at the lowest level feasible, leading to quicker fixes and improved user experiences.

Who should take the Escalation Management Exam?

• Escalations Managers
• Customer Support Managers
• Operations Managers
• Startup founders
• Executives

Escalation Management Certification Course Outline

1. Understanding escalations
2. Why customers escalate
3. How to prevent escalations – from process approach, measuring it right to empowerment and keeping customers informed
4. Role of cultures in escalations
5. Executive escalations
6. Escalations in the age of social media
7. Is escalations management important for startups
8. Is the revenue from customers who complain higher than customers who don’t complain
9. Is customer satisfaction dependent on employee satisfaction
10. How to avoid burnout of escalations managers
11. How to use the concept of corrective action and preventive action in preventing escalations
12. Will poor IVR design create escalations?
13. How can anomaly detection and artificial intelligence be used to prevent escalations