Mike Pappas

Chief Executive Officer and Co-Founder Modulate

Agenda Day One

11:25 AM THINK TANK: CALL TO ACTION: DESIGNING AN OPTIMIZED CALL ESCALATION STRATEGY

Every customer call carries unique levels of risk, urgency, and complexity; however, too often escalation decisions either overload senior staff or frustrate customers with long handle times. This interactive workshop will walk through three real-world call scenarios to explore how to balance caller context, agent expertise, and AI/IVR coverage when determining escalation paths.

Through group discussion and scenario mapping, attendees will examine the tradeoffs of escalating too early versus too late and learn how to tune systems for smarter, faster outcomes.

Takeaways: Learn how optimized escalation reduces costs, cuts call times, alleviates agent attrition, and boosts customer satisfaction. Walk away with actionable frameworks for building escalation strategies that connect the right callers with the right agents—quickly, accurately, and without unnecessary friction.

Check out the incredible speaker line-up to see who will be joining Mike.

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