Presented By: Joe Mc Fadden, Sr Director, Enkata 

 On Demand Date: October 2011 

Customer-centric companies are gaining competitive advantage by not only addressing a customer's immediate issue but by anticipating their future needs. By leveraging workforce analytics and performance management, contact center strategies are evolving beyond First Call Resolution (FCR) to Next Contact Avoidance (NCA). NCA is the ability to identify high volume calls that lead to specific and predictable next calls and eliminate them. It provides the opportunity to pre-empt large numbers of calls by training CSRs to proactively address typical follow up issues. These initiatives make it easier for customers to do business with a company, thus increasing satisfaction and loyalty.

Learn how the latest analytics tools identify call types that routinely result in specific next calls. More importantly, these tools support a process for coaching CSRs to anticipate and pre-empt next calls.

In this webinar, we discuss:  

• Benefits of an NCA strategy
• The business case for NCA
• NCA implementation best practices