We asked our readers ‘What Is Your Primary 2022 Priority?’ This article looks at the primary 2022 priority for 224 contact centre professionals.
What Is Your Primary 2022 Priority?
Primary 2022 contact centre priority – results:
|Engagement and Culture||20.0%|
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.