Efficiency Rules the Roost

We asked our readers ‘What Is Your Primary 2022 Priority?’ This article looks at the primary 2022 priority for 224 contact centre professionals.

The results have been taken from the Future Innovations chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by Akixi.

What Is Your Primary 2022 Priority?

Primary 2022 contact centre priority – results:

2022 Priority	Percentage
Efficiency	22.9%
Engagement and Culture	20.0%
Omnichannel	17.1%
Coaching	14.1%
Self-Service	13.5%
Recruitment	5.9%
Remote Strategy	1.8%
Smartphone Experience	0.6%
Other	4.1%

Efficiency Rules the Roost

As is the case in 22.9% of contact centres, efficiency is the most common goal for contact centres as we head into 2022.

However, many more priorities also scored highly. For example, 20.0% of contact centres pinpointed engagement and culture, while 17.1% selected omnichannel.

At the bottom of the chart lies smartphone experience (0.6%) and – perhaps more unexpectedly – remote working (1.8%). The latter could highlight that the vast majority of contact centres have now got to grips with their approach to future working models.

More Popular Priorities for 2022

4.1 % of contact centres also informed us that they have a different primary priority from those listed above.

When pressed to share what exactly their key objective was, they put forward the following goals:

• Building better relationships with other departments
• Ensuring employee well-being
• Increasing reporting capabilities
• Improving advisor performance
• Scaling operations to handle growth

This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.