Striving for a greater first contact resolution seems like an important goal for customer service organizations, however, "next issue avoidance" accomplishes everything FCR is designed to do ? and more ? without any downside. In addition, ?experience engineering? is a strategy for reps to resolve complex issues while managing the interaction so the customer expends minimal effort. In this session, CEB will share the many ways your organization can diagnose potential downstream problems and issues, and solve them during a live interaction with a customer. We'll focus on next-issue avoidance and experience engineering as proven ways for companies to eliminate unnecessary callbacks and reduce operating costs.