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by Cara Cephus (Author)
When systems fail, most people see broken technology. An escalation manager sees something deeper-a moment where trust is on the line.
In Escalation Management: Turning Chaos into Clarity, veteran escalation leader Cara Cephus shares nearly three decades of real-world experience leading high-stakes incidents for global technology companies. With calm precision and deep empathy, she redefines what leadership under pressure truly means.
This isn't a technical manual-it's a field guide for professionals who bring clarity when others are unraveling. Through real stories, practical frameworks, and human insight, readers learn how to build trust in chaos, communicate with impact, influence without authority, and lead teams with resilience and confidence.
Perfect for escalation managers, customer success professionals, and technology leaders, this book turns crisis management into an art form rooted in presence, empathy, and trust.
Because technology may fail-but people will always remember how you made them feel.
