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Top Contact Center Stories of 2020Top Contact Center Stories of 2020
Sheila McGee-Smith
January 4, 2021
14 Slides
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As I did in 2019, I looked to my top tweets of the past year to help guide my selection of the top contact stories of 2020. I am a frequent tweeter, but like so many things, the number of tweets I posted in 2020 was down — by about 35% — compared to 2019. While the live events that often had sparked hours of live-tweeting ground to a halt in February 2020, contact center and customer experience news did not. As I did last year, I have decided to let my tweets, and the responses to them by my 13,200 contact center-centric followers, guide the selection of this year’s top contact center stories. Using Twitter Analytics, I chose a top tweet for each month. The remaining slides show the tweets, with updates on the news event, conference, or leadership announcement described in each.
A month-by-month look at my top takes on the contact center industry
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