Customer Escalations - Management, Prevention and Prediction

Overview

Assess your team on escalations management maturity | Learn best practices | Move from reactive to preventive What you'll learn:

What is an escalationHow to manage escalationsHow to prevent escalationsWhy customers escalateHow to assess the team or company on the maturity to manage customer escalationHow AI is helping in preventing escalationsWhat is anomaly detection and how it is helpful in preventing escalations?How Microsoft PowerBI (no-code Machine learning tool) can assist in identifying weak links?What are customer personas and how it is helpful in escalations management?Can escalation be a gift? Recent Updates:

August 2024:

Every escalation involves a conflict.

We have incorporated best practices from conflict resolution strategies to enhance escalation management.July 2024:

Video Lecture on using PowerBI to identify anomalies has been added.February 2024:

Video lecture on using PowerBI to segment customers has been added When you have customers, you will have escalations. Escalations are a way of life in every organization.

Escalations can't be avoided. They can be reduced and prevented if structured customer escalations management process is followed.Many organizations and startups view escalations as pain.

However, escalations can be a gift as they highlight gaps and issues in processes. An organization must welcome customers and escalations, and not avoid them.This program covers lots of interesting topics:

· Understanding escalations· A framework to assess organization’s maturity in handling escalations and preventing escalations· Why customers escalate· Is escalation a gift· How to manage escalations, when they happen· How to prevent escalations – from process approach, measuring it right to empowerment and keeping customers informed· Role of cultures in escalations· Executive escalations· Escalations in the age of social media· Is escalations management important for startupsSome of the areas we cover· Is the revenue from customers who complain higher than customers who don’t complain· Is customer satisfaction dependent on employee satisfaction· How to avoid burnout of escalations managers· How to use the concept of corrective action and preventive action in preventing escalations· Will poor IVR design create escalations· How can anomaly detection and artificial intelligence be used to prevent escalations

Syllabus

• Introduction to Customer Escalations
Understanding Customer Escalations
Why Escalations Occur
Impact on Business and Customer Relations
• Management of Customer Escalations
Identifying Key Escalation Triggers
Effective Communication Techniques
Resolution Strategies
Role of AI in Managing Escalations
Case Studies of Successful Escalation Management
• Prevention Strategies
Building a Proactive Customer Support System
AI Tools for Monitoring and Alerting
Feedback Loops and Continuous Improvement
Training and Empowering Customer Support Teams
• Prediction of Customer Escalations
Understanding Predictive Analytics
Data Collection and Analysis Techniques
Using AI to Predict Potential Escalations
Implementing Predictive Models in Customer Support
• Recent Updates in AI for Customer Escalation Management
Advances in Natural Language Processing (NLP)
Machine Learning Algorithms and Applications
Real-time Data Processing and Decision-Making
• Integration of AI Solutions
Selecting the Right AI Tools for Your Needs
Best Practices for Integration with Existing Systems
Challenges and Considerations
• Future Trends in Escalation Management
Emerging Technologies
The Role of AI in Shaping Customer Support
• Workshop and Practical Sessions
Hands-on with AI Tools for Escalation Management
Simulating Real-life Escalation Scenarios
Developing an Action Plan for Your Organization
• Review and Conclusion
Recap of Key Learning Points
Final Q&A Session
Additional Resources and Reading List

Taught by

SeaportAi .

Subjects

Business