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title: "Article: COVID is Calling: What’s Now, What’s Next for Contact Centers?"
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## Today’s changing consumer needs necessitate a shift in the way institutions approach contact center support. With a dramatic increase in call volume and duration in response to closed branches, social distancing guidelines and economic uncertainty, the contact center is now the heartbeat of the financial institution. But this unexpected shift left many institutions scrambling to identify and implement a process for serving customers. A strong third-party contact center partnership best positions your organization to deal with the unexpected now, and in the future.

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