Learn how to use technology to improve your escalation resolution process and enhance your conflict management skills in this article.

Escalation resolution - Someone has a problem, and they want it fixed. But it's more than that; as well as getting it fixed, they want to know what is going on and when. If you tell people what is going on.. when things are going to happen, give them the chance to contribute. CRM, call logging and reporting, email, SMS, WhatsApp - All ways that can do that (And also a good system could tell you what and when to do it)

How can you use technology to improve your escalation resolution process?

Escalation resolution is a crucial skill for any professional who deals with conflict, whether it is with customers, colleagues, or stakeholders. However, resolving escalated issues can be challenging, especially when communication is hampered by distance, time zones, or different platforms. Technology can be a powerful ally in improving your escalation resolution process, if you know how to use it effectively. In this article, we will explore some of the ways you can leverage technology to enhance your conflict management skills and achieve better outcomes.

1 Identify the root cause

The first step in resolving any escalation is to understand the root cause of the problem. Technology can help you gather and analyze data, such as customer feedback, survey results, or performance metrics, that can reveal the underlying issues and their impact. You can also use technology to communicate with the parties involved, such as chat, email, or video conferencing, to ask questions, clarify expectations, and empathize with their emotions. By using technology to identify the root cause, you can avoid jumping to conclusions, making assumptions, or blaming others.

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Martyn Smith

Head of IT at the University of Buckingham - What's Grey and has a Trunk?
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Escalation resolution - Someone has a problem, and they want it fixed. But it's more than that; as well as getting it fixed, they want to know what is going on and when. If you tell people what is going on.. when things are going to happen, give them the chance to contribute. CRM, call logging and reporting, email, SMS, WhatsApp - All ways that can do that (And also a good system could tell you what and when to do it)

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Charles Asirifi

Cybersecurity Analyst | Defending Networks with Expertise in Threat Detection & Incident Response | Sec+
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AI-Powered Analysis: AI can sift through vast data, spotting anomalies or trends that might indicate potential escalation, thus aiding preemptive action Improved Communication Platforms: Instant messaging and video conferencing tools ensure rapid and clear communication, bridging gaps and fostering collaboration for issue resolution. Incident Management Systems: Automated systems help in categorizing, prioritizing, and routing incidents to the right teams, tracking the entire lifecycle of the issue and ensuring timely resolutions.

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Ahmet Rumiye

Head of Enterprise PMO at Boubyan Bank | Doctorate Student
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From Project Management perspective, the first step to identify the root cause of escalation is to define the problem accurately. This means clearly stating the what, when, and where of the problem. In addition, it's crucial to collect all possible information regarding the issue, including documentation, data, and team feedback to help create a comprehensive view of the situation. This initial step allows for better understanding of the scope and details of the problem before moving into deeper analysis.

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2 Choose the right channel

The next step in resolving an escalation is to choose the right channel to communicate your solution or proposal. Technology can offer you a variety of options, such as phone, email, chat, video, or social media, but not all of them are equally effective for every situation. You need to consider factors such as the urgency, complexity, and sensitivity of the issue, as well as the preferences and personalities of the parties involved. For example, if the issue is urgent and complex, you may want to use a phone or video call to explain your solution in detail and address any questions or objections. If the issue is less urgent and simple, you may opt for an email or chat message to summarize your solution and request feedback.

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3 Use visual aids

One of the challenges of resolving escalations is to make sure that everyone is on the same page and understands your solution or proposal. Technology can help you overcome this challenge by providing you with visual aids, such as screenshots, diagrams, charts, or videos, that can illustrate your points and support your arguments. Visual aids can also help you capture attention, increase engagement, and reduce confusion. You can use technology to create, edit, and share visual aids, such as using a screen capture tool, a presentation software, or a video editing app.

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4 Follow up and document

The final step in resolving an escalation is to follow up and document your actions and outcomes. Technology can help you automate and streamline this process, such as using a task management tool, a CRM system, or a feedback platform. You can use technology to set reminders, track progress, measure results, and solicit feedback. You can also use technology to document your resolution process, such as using a note-taking app, a wiki page, or a cloud storage service. By following up and documenting your escalation resolution, you can ensure accountability, transparency, and continuous improvement.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Rogério Coelho

Project Manager | Agile Coach | Digital Transformation | MBA Data Science & Analytics
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I understand that technology can assist and enable more efficient control of existing problems, as well as tracking, traceability, history, etc., so that they can be escalated with all pertinent and necessary information. As for communication channels, I agree that whatever is most appropriate should be used. The point is that all of this is much more strongly connected to processes than technology itself. I believe that technology is relevant in this context, but the primary focus should be on the process, clear escalation policies with the channels to be used for each defined priority.

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How can you use technology to improve your escalation resolution process?

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2

3

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1 Identify the root cause

2 Choose the right channel

3 Use visual aids

4 Follow up and document

5 Here’s what else to consider

Conflict Management

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How can you use technology to improve your escalation resolution process?

1

2

3

4

5

1 Identify the root cause

2 Choose the right channel

3 Use visual aids

4 Follow up and document

5 Here’s what else to consider

Conflict Management

Rate this article

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