Manager escalations often signal gaps in process, empowerment, or resources within support teams. In this session, Greg Stephens, Director of Customer Support, Experience & Operations at Microsoft, will share strategies for enabling frontline agents to resolve complex issues with confidence. He will highlight approaches to training, knowledge management, and decision-making frameworks that reduce the need for managerial intervention. Attendees will gain insights into how empowerment improves efficiency, customer satisfaction, and team morale. By the end, participants will walk away with actionable tactics to create stronger, more autonomous support teams that minimize escalations.