Many contact centers focus on first-call resolution as a primary metric of customer satisfaction and agent effectiveness. A mature contact center approach must also include a strategy for next-contact avoidance (NCA), anticipating and resolving the customer’s next potential issue, thereby reducing inbound contacts. In this session, we discuss the factors involved in developing an NCA strategy, including quality back-end data, cross-channel integration, a robust agent desktop, and a process for identifying and reinforcing desired agent behavior.