For the past eight years, I have done an annual post for No Jitter on the top contact center stories of the year. Since 2014, the post has taken the form of a slideshow. As I sat down to evaluate what to include in this year’s slideshow, I decided to let data and analytics lead the discussion.
I am a frequent tweeter — I posted 1,400+ tweets in 2019, averaging about four per day. Most of these tweets center on the topics I cover as a contact center industry analyst and here on No Jitter. With data from TweetStats, I created the above word cloud of the hashtags I used in my tweets this year. In addition to #contactcenter, #CCaaS, and #EC19, hashtags for vendor and industry events I attended figure prominently.
I looked to my tweets, and the responses to them by my almost 13,000 contact center-centric followers to select the top contact center stories of 2019. Using Twitter Analytics, I chose the top tweet for each month. The remaining slides show the tweets, with additional commentary on the news event, conference, or leadership announcement described.