Enkata Resource Center

Next Contact Avoidance – A Pre-Emptive Strategy for Customer Satisfaction Improving customer satisfaction and operational efficiency with predictive analytics.

Progressive 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 business intelligence, contact center strategies are evolving beyond First Call Resolution (FCR) to Next Contact Avoidance (NCA). Together, these initiatives make it easier for customers to do business with a company, thus increasing satisfaction and loyalty.