Lee Williams has over 24 years of experience leading analytic, consultative, advisory, and operational teams, including 5 years as a Business Consulting Manager at NICE and over a decade of experience as a NICE customer. Over the last 6 ½ years at Alliance Data, and in his current role leading the Enterprise Tools team supporting the NICE and Nexidia solutions, Lee has demonstrated proven results in interpreting and presenting data and insights through reporting and analysis and in leveraging technology to enhance and improve processes and business results. As an active member of the NICE User Group community, Lee sits on the NUG Board of Directors as the Chief Executive Officer, and he currently leads both the Ohio NUG Chapter and the new virtual Interaction Analytics NUG Chapter.
Regulatory and legal exposures are putting pressures on organizations to establish processes to track risky agent behaviors. Join this session to hear how Alliance Data uses analytics-driven quality management to detect high-risk interactions and equip leaders with the information needed to train agents to comply with relevant laws, policies, and regulations.