Quality Rebooted - AI’s Role in the Next Generation of QM
Wednesday Nov 5, 4:00 PM – 5:00 PM EDT — RECORDING
Organizations are rapidly embracing AI to enhance their quality programs, yet many still rely heavily on manual processes and have not fully adopted automated quality management. Join us for a discussion featuring Becky Collins from Fiserv, who will share her journey and best practices in implementing Automated Quality. You’ll gain valuable perspectives on:
- Real-world experience: Hear how Fiserv transitioned to Automated Quality, winning strategies and practical takeaways.
- Expanded impact: Discover how automatically evaluating customer interactions can elevate the effectiveness of your quality program.
- AI-driven innovation: Explore how advancements in AI are making Automated Quality more powerful and transformative.
Learn how AI-Powered Quality streamlines quality management workflows, empowering analysts to focus on higher-value contributions elevating your quality program and evolving traditional Quality Management into Quality Intelligence.
Presenters:
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Nicole Nevulis, Senior Director, Global Go-To-Market Strategy, Verint
Nicole’s passion is driving organizational transformation with a people-centric approach, focusing on leveraging process and technology to maximize the power of people. She started her career in the contact center before moving into the operations world at major financial services brands, State Street and Federated Investors.
As part of Verint’s intrapreneurial team, she was agile across many roles and able to leverage her depth and breadth of experience to develop approaches that allowed organizations to achieve their goals of managing costs without sacrificing employee and customer experience. Nicole believes that all the functional areas executing work for customers are valuable and contribute to customer experience. Her move into marketing has allowed her to evangelize and provide thought leadership, influencing operations to move beyond the contact center space.
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Becky Collins, Customer Experience Business Analyst, Fiserv
With over 13 years of experience in quality management, Becky Collins is a seasoned Customer Experience Business Analyst at Fiserv, dedicated to driving excellence across customer touchpoints. As the leader of the Verint Quality User Group, Becky fosters collaboration and innovation to elevate standards and share best practices across the industry.
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Ken Arakelian, VP, Product Strategy, Verint
Kenneth Arakelian is an experienced inventor and entrepreneur currently engaged with Verint since September 2022. Prior to this role, Kenneth served as the Senior Vice President and Chief Product Officer at ENACOMM from December 2020 to September 2022. Kenneth's extensive background includes various positions at Nuance Communications over a span of twelve years, including Director of the Innovation Group, Director of Product Management, Director of Solution Architecture and Engineering, and Senior Manager of Professional Services. Earlier in Kenneth's career, leadership roles were held at Merrill Lynch as Vice President of Contact Center Technologies and at Arakelian Consulting Inc. as President. Kenneth holds a Bachelor of Science in Computer Engineering from Stevens Institute of Technology, with additional studies at Rutgers University.
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