How disruption can give rise to rapid innovation

The extremities of COVID-19 are behind us (we hope) but the lessons are ever lasting and I reflect on that time as one of the most challenging , yet rewarding times in my career.

When COVID-19 hit, the business world faced unprecedented challenges. Suddenly, traditional ways of operating were no longer viable. For many companies, especially those relying heavily on customer contact centers, this meant a rapid shift in how they interacted with and supported their customers. As the Director of Strategy for Fiserv, I found myself at the forefront of these transformations. It became my mission to guide our contact centers through this period of intense change, turning the crisis into an opportunity for innovation.

Supported by visionary leadership under the guidance of Ben Wythe together we were able to turn adversity into long term sustainable opportunities.

Rapid Adoption of Remote Work

Before the pandemic, remote work was more of a perk than a necessity in many industries. However, the onset of COVID-19 forced companies to pivot quickly to a remote working model to ensure business continuity and safeguard their employees. This was particularly challenging for contact centers, traditionally characterized by rows of agents seated at desks with headsets.

At Fiserv, our immediate priority was to transition our customer service teams to a home-based setup. This required a coordinated effort across multiple departments. I spearheaded this transition by developing a comprehensive strategy that encompassed technology deployment, security protocols, and employee support systems. We partnered with NICE Workforce Management to optimize scheduling and maintain productivity in a remote environment . Their advanced workforce management tools enabled us to manage our dispersed workforce effectively, ensuring that we could maintain service levels and meet our customers' needs.

In facilitating this shift, we not only maintained our service levels but also discovered new efficiencies. Remote work opened up a broader talent pool, allowing us to hire customer service representatives from different geographic locations, enhancing diversity and potentially improving service with multilingual support.

Leveraging Cloud-Based Solutions

The move to remote work was facilitated by the rapid adoption of cloud-based solutions. Cloud technologies offered scalable and flexible solutions that were crucial for maintaining operations during the pandemic. Customer contact centers that previously relied on on-premises systems found themselves transitioning to cloud platforms almost overnight.

At Fiserv, with the support of an awesome team (Jackson and Kellet to name but two, real life heroes at the time) we championed the transition to a cloud-based contact center infrastructure. We collaborated with Amazon Web Services (AWS) to migrate our operations to the cloud . AWS provided us with the scalability and reliability we needed to handle the increased load and support our remote workforce. This move not only provided immediate benefits in terms of operational flexibility and cost-efficiency but also set the foundation for long-term resilience. AWS’s robust cloud services allowed us to quickly scale our operations to meet fluctuating customer demand, ensuring continuity and quality of service.

Embracing Artificial Intelligence and Automation

The pandemic also accelerated the adoption of artificial intelligence (AI) and automation in customer service. With the sudden spike in customer inquiries and the challenges of managing a remote workforce, companies turned to AI to fill the gaps. Chatbots and virtual assistants became essential tools for handling routine queries and providing 24/7 support.

At Fiserv, we partnered with UI path to deploy attended robotics that could handle common customer queries, providing immediate, round-the-clock support. This was particularly valuable during the high-stress times of the pandemic. Additionally, these tools offered us valuable insights into customer behavior and preferences, enabling us to tailor our services more effectively and enhance the customer experience.

Reinventing Customer Engagement Strategies

The pandemic fundamentally changed how companies engaged with their customers. With physical interactions limited, businesses had to get creative in maintaining customer relationships. Many turned to digital channels, ramping up their use of social media, chat, and email to stay connected.

Fiserv expanded its digital engagement channels, offering customers a variety of ways to reach us. We enhanced our omnichannel support capabilities, allowing customers to choose their preferred method of communication, whether it was chat, phone, or social media. This shift not only improved customer satisfaction but also provided us with more flexibility in how we managed and supported customer interactions. We also adopted proactive communication strategies, using data to anticipate customer needs and offer timely support and information.

Building a Culture of Agility and Resilience

Perhaps the most profound impact of COVID-19 on contact centers was the cultural shift towards greater agility and resilience. Companies had to learn to pivot quickly, respond to changing circumstances, and innovate under pressure. This mindset has become a lasting legacy of the pandemic era.

At Fiserv, fostering a culture of agility and resilience was a key focus of mine. I initiated cross-training programs to ensure that our employees could handle multiple roles and responsibilities, which proved crucial in managing fluctuating demand. We also invested in tools and platforms that facilitated better communication and collaboration, despite the physical distances. This cultural shift not only helped us navigate the immediate crisis but also positioned us to adapt more readily to future challenges.

In Conclusion

The COVID-19 pandemic forced companies, especially those with customer contact centers, to rethink their operations and embrace innovation. While the transition was challenging, the positive impacts are undeniable. At Fiserv, under my leadership as Director of Strategy, we leveraged remote work, cloud-based solutions from Amazon Web Services, AI technology from Verint, and workforce management tools from NICE to transform how we interact with customers. These innovations have not only helped us navigate the pandemic but also set the stage for a more flexible, efficient, and customer-focused future. Reflecting on this journey, I’m proud of how we turned adversity into a driver of growth and resilience.