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An effective call escalation process can avoid many of the additional calls the contact center receives from customers whose issues are not resolved on the first call. At the same time, the contact center can improve overall customer experience (CX), reduce operational costs, and retain the organization’s customers. This webinar will provide you with the best practices for managing your escalation queue effectively towards improving CX.
When a call is handled by the Escalation CSR Support Queue and the call goes unresolved, SQM’s research shows that over 30% of those customers express an intent to defect from the organization. This represents an enormous opportunity for your escalation CSR’s to assist frontline CSRs in resolving customer calls on their first contact.
Vice President of Consulting
WEBINAR - Escalations: Service Recovery at its Best