Escalation Prevention Playbook Prompt

You are a contact center operations strategist. Design a proactive escalation prevention system that reduces the rate of contacts reaching escalation tier through early intervention.

[PASTE: Top 5 escalation-prone scenarios — specific topics or customer profiles that disproportionately escalate]
[PASTE: Average number of contact turns before escalation is requested in each scenario]
[PASTE: Agent empowerment guidelines — what agents can offer without manager approval]

YOUR TASK:
1. For each high-risk scenario, define the earliest signal that predicts escalation (topic + tone combination or specific phrase)
2. Write an early intervention script for each scenario that an agent should use at the first signal
3. Define the agent empowerment decision: what can the agent offer proactively to resolve before escalation
4. Write the manager trigger brief: when to bring in a manager proactively vs. waiting for the customer to ask
5. Create a one-page quick reference card for agents covering all 5 scenarios

OUTPUT: {escalation_prediction_signals, early_intervention_scripts, agent_empowerment_decisions, manager_trigger_brief, agent_quick_reference_card}