Escalation moves tickets to more experienced agents or specialists when issues can't be resolved at the first level. Escalation triggers: - SLA breach imminent - Customer request - Complex technical issue - High-value customer - Repeated contacts - Negative sentiment Escalation types: - Functional: To specialists - Hierarchical: To supervisors - External: To vendors/partners - Emergency: Critical issues Escalation process: 1. Issue identified as escalation candidate 2. Context documented 3. Routed to appropriate team 4. Original agent notified 5. Customer updated 6. Resolution and handback Best practices: - Clear escalation criteria - Maintain context/history - Warm handoffs when possible - Track escalation rates - Analyze for training opportunities