Browse Definitions :
Definition

next issue avoidance (NIA)

Next issue avoidance (NIA) is a metric used by a company's customer service and support department to stay proactive when helping their customers by predicting related issues that might arise. Unlike first contact resolution (FCR), which promotes focusing on a positive experience for a customer's first time reaching out for assistance, NIA is used for solving multiple issues for customers. It involves finding patterns within an organization's trouble tickets, so that when a customer creates a new ticket for a particular issue, the customer service agent can predict that the other common issue might occur as well, and give support for that "next issue" preemptively.

For example, a customer service rep may notice that a lot of people have trouble with logging into a program and then setting up a new project. Because this pattern is so common, when a customer opens an IT ticket for help with logging in, the rep can save time by also sending information about how to open a new project.

A few ways to handle NIA are to create robust documentation that outline common troubleshooting topics, promote service agent training in predicting related concerns or questions and keep track of how often customers reach out within a certain timeframe.

Effectively measuring NIA saves companies time, money and resources by handling multiple situations at once. It also boosts customer sentiment as the less effort finding a solution takes, the more likely the customer will trust the company, view it as credible and pursue further transactions.

This was last updated in October 2018

Continue Reading About next issue avoidance (NIA)

SearchNetworking
  • network packet

    A network packet is a basic unit of data that's grouped together and transferred over a computer network, typically a ...

  • virtual network functions (VNFs)

    Virtual network functions (VNFs) are virtualized tasks formerly carried out by proprietary, dedicated hardware.

  • network functions virtualization (NFV)

    Network functions virtualization (NFV) is a network architecture model designed to virtualize network services that have ...

SearchSecurity
  • Android System WebView

    Android System WebView is a system component for the Android operating system (OS) that allows Android apps to display web ...

  • data masking

    Data masking is a method of creating a structurally similar but inauthentic version of an organization's data that can be used ...

  • computer worm

    A computer worm is a type of malware whose primary function is to self-replicate and infect other computers while remaining ...

SearchCIO
  • privacy compliance

    Privacy compliance is a company's accordance with established personal information protection guidelines, specifications or ...

  • contingent workforce

    A contingent workforce is a labor pool whose members are hired by an organization on an on-demand basis.

  • product development (new product development -- NPD)

    Product development, also called new product management, is a series of steps that includes the conceptualization, design, ...

SearchHRSoftware
  • talent acquisition

    Talent acquisition is the strategic process employers use to analyze their long-term talent needs in the context of business ...

  • employee retention

    Employee retention is the organizational goal of keeping productive and talented workers and reducing turnover by fostering a ...

  • hybrid work model

    A hybrid work model is a workforce structure that includes employees who work remotely and those who work on site, in a company's...

SearchCustomerExperience
  • Salesforce Trailhead

    Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to ...

  • Salesforce

    Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco.

  • data clean room

    A data clean room is a technology service that helps content platforms keep first person user data private when interacting with ...

Close