The Escalation Desk is a monthly Zoom session run by four Customer Support experts. Support leaders and Support operations folks email us something they're stuck on. A workflow that keeps breaking, a metric nobody trusts, a tool rollout that went sideways, or a steadily deflating team morale. They're all fair game here.
We read every submission, pick one, and spend the hour working through it out loud with the group. The first 20 people who send in a problem get the Zoom link. We keep it small so there's room to talk and dig deep into the weeds.
Send us a problem Next session: Thursday, November 5
One hour on Zoom, once a month. We send the link out by email to the first 20 people who submit a problem.
1pm Pacific Time
Send problems by Thursday, October 29.
Date coming soon
Four Customer Support consultants who have run, built, and fixed a lot of Support teams.
Ines improves your agent retention and escalation quality by fixing what your QA measures and how your team handles the conversations AI leaves behind. She’s spent 15+ years in Support, from the queue to QA consulting, and developed the Conversational Integrity Model: a research framework for why hard interactions go wrong.
Betts builds well-oiled machines out of the chaotic lava flow of your customer experience. The docs you couldn't write because the queue is on fire, the escalations that happen in back channels because nobody has time for a process, the hours everyone spends every day switching between ten tools to solve one ticket. She's built Support teams at Alyce and Vizit, and she wants to help you.
Meghan builds voice of the customer (VoC) programs that provide meaningful and actionable business insights. As a Support Operations leader, she's turned messy customer data into product roadmaps. Her taxonomy audits bring order to your inbox and your team's data.
Brian reduces your case handle times and increases your AI resolution rates by improving your tech stack. He's led Support organizations at GitHub and Plaid and has spent years building internal tools that directly impact the metrics teams care about.
Email submissions@escalationdesk.com with something you'd like help with. Sending one in is also how you get the Zoom link.
A few sentences is plenty. It helps if you tell us:
We might work on your problem in front of up to 20 of your peers, so leave out customer names, personal data, and anything confidential. If you'd rather we not mention your company, just say so.
One problem per email. We tend to pick the ones without an obvious answer, the kind that are interesting to work through with other people. If yours isn't picked, you're still welcome to join, and you can send it again next month.
The Escalation Desk