1. A method comprising: identifying, via a processor, instances of customer escalation from a corpus of customer support data, wherein each instance of the instances of customer escalation involves handing over a customer support issue, at a respective first time, from a first tier of support agents at a customer contact center to a second tier of support agents at the customer contact center; determining, at a second time after the respective first time and for the instances of customer escalation, sets of trigger conditions that were at least partially responsible for a respective one of the instances of customer escalation; classifying each of the instances of customer escalation by problem type based on the set of trigger conditions to yield classifications; and adding the classifications, the sets of trigger conditions, and the instances of customer escalation to a database.