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Coming October 1, 2025

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    1. 📒 1.1 What Counts as an Escalation

    2. 📒1.2 Spotting Escalation Triggers Early

    3. 🧠 1.3: Recognizing and Responding to Escalations

    4. ✔️ 1.4 Knowledge Check

    1. 📒 2.1 Mapping Escalation Tiers

    2. 📒 2.2 Defining Roles and Hand-offs

    3. 💼 2.3 Streamlining Support with Jira Service Management

    4. 🧠 2.4: Recognizing and Responding to Escalations

    5. ✔️ 2.5 Knowledge Check

    1. 📒 3.1 Language That Calms, Not Escalates

    2. 📒 3.2 Emotional Regulation for CX Professionals

    3. 🧠 3.3: Communicating Calm in Escalated Moments

    4. ✔️ 3.4 Knowledge Check

    1. 📒 4.1 Internal Escalations: Common Pitfalls

    2. 📒 4.2 How to Escalate Internally Without Blame

    3. 💼 4.3 Zendesk's Commitment to Empathetic Communication and Efficient Escalation

    4. 🧠 4.4: Escalating Internally Without Friction

    5. ✔️ 4.5 Knowledge Check

    1. 📒 5.1 Coaching Agents Through Escalation Moments

    2. 📒 5.2 Root Cause Reviews After Escalations

    3. 💼 5.3 Coveo’s Strategy for Coaching Agents and Preventing Escalations

    4. 🧠 5.4 Coaching, Review, and Prevention

    5. ✔️ 5.5 Knowledge Check

    1. 📒 6.1 Final Recap: Escalation Readiness Checklist

    2. 📖 6.2 Download Your Playbook

About this course

  • $149.00
  • 25 lessons
  • 0.5 hours of video content

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