The Top 10 Stories of 2020

2020 was certainly a historic year, marked by a global pandemic that caused months of lockdowns and a large-scale move to the work-at-homecontact center model, an extremely contentious presidential election, social and political upheaval, months of rioting and looting, and a complete restructuring of how business gets done.

Certainly COVID-19 dominated the headlines in 2020, but there were other stories that captured attention throughout the year. Below are the top 10 headlines, based on reader interest determined by a number of internal factors:

Ushering in the New Era of Customer Communications

How to Scale Digital Engagement to Thrive in a Pandemic World

U-Haul Call Centers Hustle to Help College Students in Unexpected Moves

IVAs Provide Much-Needed Support During COVID-19 Crisis

Contact Center Software Market to Reach $72.3 Billion by 2027

Top 10 Actions to Increase Self-Service Effectiveness

NICE Event Highlights Critical Nature of Contact Centers During Pandemic

Data Quality Is More Important Than Ever, NICE Interactions Day 2 Speakers Contend

Contact Center Analytics Market to Reach $2.66 Billion by 2026, Grand View Research Finds

COVID-19 Knocked Out Call Centers, and the Changes Will Linger