Customer Support · Escalation · Component
The trigger
What causes a case to escalate, and who decides — because an unclear trigger means cases escalate late or never.
The deliverable
What it is
Cases escalate too late more often than too early, because escalating reads as an admission and the first line has an incentive to try once more.
A time-based trigger removes the judgement: unresolved after a defined period, it escalates regardless of anyone’s confidence.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The authority
Who can escalate.
3 attributes: Can escalate · Needs permission · Culturally encouraged
LearnThe timing
How long cases sit before escalating.
3 attributes: Time before escalation · Policy · Gap
Learn
Requiring permission to escalate delays every escalation by exactly the time it takes to obtain it.