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Contact Center Tours

Call Center Layout

Included in your 3-day pass, this is your exclusive behind-the-scenes glimpse into a local contact center. Hear from key personnel as they share details of their operations, their greatest achievements and challenges. You’ll leave with a fresh perspective and new ideas to apply to your own center. This year we are proud to offer 7 Contact Center Tours - more than ever before!

"The site tours were invaluable from the perspective of gaining insight on operations. They also provided some networking opportunities. The host companies were engaging and receptive to questions." 
- Christopher Pinney, Navy Federal Credit Union

Tours are offered on Monday, September 25 (3-Day Pass-holders only). Limited space is available on each tour. It is suggested you select your tour at the time of registration.

Morning Site Tours: 8:30 AM - 12:00 PM

Tour A1: Entertainment Benefits Group

Entertainment Benefits Group
Entertainment Benefits Group (EBG) is one of the largest privately held travel and entertainment providers in the United States. EBG has a proven track record of developing successful and innovative sales channels and sells over 5 million admission tickets for events and attractions annually. Owning 100% of its technology EBG has developed a customized point of sale ticketing system. With offices in Miami, Las Vegas, Orlando and New York, the company features the largest most comprehensive benefits program.

Tour A2: MGM Resorts International Customer Care Center

MGM Resorts International Customer Care Center

MGM Resorts International Las Vegas Customer Care Center

MGM Resorts International is one of the world's leading entertainment and hospitality companies, operating a portfolio of destination resort brands including Bellagio, ARIA, MGM Grand, Mandalay Bay and The Mirage and was named among FORTUNE® Magazine's 2017 list of World's Most Admired Companies®. The MGM Resorts Las Vegas Contact Center is the epicenter of reservations for the company's Las Vegas and Detroit resorts including room, dining, and entertainment reservations. The center's 300 team members handle 3.4 million calls annually utilizing our newly launched company service platform, SHOW, to deliver premier service to our guests from around the world.

Tour A3: One Nevada Credit Union

One Nevada Credit Union
With $834 million in assets, One Nevada Credit Union is the largest locally owned, federally insured Credit Union in the state. It is one of the strongest, well capitalized credit unions in the country with more than 12% net worth. One Nevada has 15 branches and over 44 ATMs and serves over 77,000 members. Membership is open to all residents of Clark County, Washoe County and Nye County. The National Credit Union Administration, a U.S. Government Agency, insures member deposits at One Nevada

Tour A4: Telus International

Telus International

TELUS International – Site Tour Experience

Attendance on the tour is strictly limited to corporate practitioners. Unfortunately, we are not able to include other outsourcers on the tour experience.


Don't miss this opportunity to visit a very unique call center that happens to be one of the nicest facilities around – captive or outsourced. We will be touring the TELUS International outsourced call center which includes 1200 seats and services two Fortune 500 clients and two other smaller businesses. Discover how customer experience innovation is achieved through spirited teamwork, agile thinking, and a caring culture that puts customers first. Hear about the "Culture Value Chain" a unique formula for equating highly-engaged frontline team members to clients' top line growth. Discover how corporate culture is a competitive advantage and how it shows in high employee engagement scores and low attrition rates.

Tour A5: UPS

UPS

The Las Vegas site is part of the Global Business Services Customer Operations business unit of UPS. The Operations group serves as the voice of the company by providing outstanding customer service to UPS customers and employees worldwide. Through hundreds of thousands of daily customer contacts via phone, chat, email, and social media, they help UPS deliver a better customer experience.

Tour A6: Zappos

Zappos
Afternoon Site Tours: 1:30 PM - 5:00 PM

Tour P1: Entertainment Benefits Group

Entertainment Benefits Group
Entertainment Benefits Group (EBG) is one of the largest privately held travel and entertainment providers in the United States. EBG has a proven track record of developing successful and innovative sales channels and sells over 5 million admission tickets for events and attractions annually. Owning 100% of its technology EBG has developed a customized point of sale ticketing system. With offices in Miami, Las Vegas, Orlando and New York, the company features the largest most comprehensive benefits program.

Tour P2: GES

GES

Our flagship call center, National Servicenter℠ was the first in our industry to attain J.D. Power and Associates' certification for outstanding customer service. We've proudly received the J.D. Power and Associates award every year since 2009.

With just a chat, call or click, your exhibitors can connect with one of more than 100 customer service specialists to assist with budgeting, ordering as well as important show-specific details.

Tour P3: MGM Resorts International Customer Care Center

MGM Resorts International Customer Care Center

MGM Resorts International Las Vegas Customer Care Center

MGM Resorts International is one of the world's leading entertainment and hospitality companies, operating a portfolio of destination resort brands including Bellagio, ARIA, MGM Grand, Mandalay Bay and The Mirage and was named among FORTUNE® Magazine's 2017 list of World's Most Admired Companies®. The MGM Resorts Las Vegas Contact Center is the epicenter of reservations for the company's Las Vegas and Detroit resorts including room, dining, and entertainment reservations. The center's 300 team members handle 3.4 million calls annually utilizing our newly launched company service platform, SHOW, to deliver premier service to our guests from around the world.

Tour P4: One Nevada Credit Union

One Nevada Credit Union
With $834 million in assets, One Nevada Credit Union is the largest locally owned, federally insured Credit Union in the state. It is one of the strongest, well capitalized credit unions in the country with more than 12% net worth. One Nevada has 15 branches and over 44 ATMs and serves over 77,000 members. Membership is open to all residents of Clark County, Washoe County and Nye County. The National Credit Union Administration, a U.S. Government Agency, insures member deposits at One Nevada

Tour P5: Telus International

Telus International

TELUS International – Site Tour Experience

Attendance on the tour is strictly limited to corporate practitioners. Unfortunately, we are not able to include other outsourcers on the tour experience.

Don't miss this opportunity to visit a very unique call center that happens to be one of the nicest facilities around – captive or outsourced. We will be touring the TELUS International outsourced call center which includes 1200 seats and services two Fortune 500 clients and two other smaller businesses. Discover how customer experience innovation is achieved through spirited teamwork, agile thinking, and a caring culture that puts customers first. Hear about the "Culture Value Chain" a unique formula for equating highly-engaged frontline team members to clients' top line growth. Discover how corporate culture is a competitive advantage and how it shows in high employee engagement scores and low attrition rates.

Tour P6: UPS

UPS

The Las Vegas site is part of the Global Business Services Customer Operations business unit of UPS. The Operations group serves as the voice of the company by providing outstanding customer service to UPS customers and employees worldwide. Through hundreds of thousands of daily customer contacts via phone, chat, email, and social media, they help UPS deliver a better customer experience.

"Topics were right on with the pain points we deal with day to day within our Contact Center and offered great solutions and ideas."

CYNDY NANCE, CUSTOMER SVC TRAINING MANAGER, SNOHOMISH COUNTY PUBLIC UTILITY DISTRICT

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