Next Issue Avoidance – How contact centers can preempt follow-up calls
TechSee
OCTOBER 22, 2019
Next Issue Avoidance (NIA) is a metric used by a growing number of customer service departments, one that encourages and enables agents to predict likely problems. NIA: The balancing metric. NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time.
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