Escalation management is the process by which a customer’s complaint or issue is presented to a specialist or senior company representative — usually an L2 agent, supervisor, or manager. Escalations don’t just take a toll on the resolution time but other resources as well. Without effective escalation management, they lead to higher customer churn. The means of effective customer escalation management is AI & cognitive technology. Read on to know how SearchUnify’s Escalation Predictor is the need of the hour. Read More
