1. A computer-implemented method for execution by a hardware processor, comprising: monitoring a communication session conducted by a first customer service agent between the first customer service agent and a customer; providing script items to the first customer service agent for use by the first customer service agent to communicate with the customer, the script items being based on at least one of a nature of a problem to be resolved or information that the first customer service agent could communicate to the customer; receiving session information associated with the communication session; identifying an escalation event based on the session information, during the communication session, using one or more predetermined communication criteria; and inviting a second customer service agent to join the communication session, in response to the escalation event.