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)

SearchCompliance
  • OPSEC (operations security)

    OPSEC (operations security) is a security and risk management process and strategy that classifies information, then determines ...

  • smart contract

    A smart contract is a decentralized application that executes business logic in response to events.

  • compliance risk

    Compliance risk is an organization's potential exposure to legal penalties, financial forfeiture and material loss, resulting ...

SearchSecurity
  • threat modeling

    Threat modeling is a procedure for optimizing application, system or business process security by identifying objectives and ...

  • distributed denial-of-service (DDoS) attack

    A distributed denial-of-service (DDoS) attack is one in which multiple compromised computer systems attack a target, such as a ...

  • social engineering

    Social engineering is an attack vector that relies heavily on human interaction and often involves manipulating people into ...

SearchHealthIT
SearchDisasterRecovery
  • change control

    Change control is a systematic approach to managing all changes made to a product or system.

  • disaster recovery (DR)

    Disaster recovery (DR) is an organization's ability to respond to and recover from an event that affects business operations.

  • risk mitigation

    Risk mitigation is a strategy to prepare for and lessen the effects of threats faced by a business.

SearchStorage
  • bare-metal cloud

    Bare-metal cloud is a public cloud service that offers dedicated hardware resources without any installed operating systems or ...

  • race condition

    A race condition is an undesirable situation that occurs when a device or system attempts to perform two or more operations at ...

  • storage security

    Storage security is the group of parameters and settings that make storage resources available to authorized users and trusted ...

Close