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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 Tuesday, October 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 AM-1: Army & Airforce Exchange Service

The Exchange runs and administers retail facilities on U.S. Army and Air Force installations worldwide and has proudly served America’s armed forces since 1895.  The Exchange is responsible for more than 2,440 facilities in more than 33 countries, 50 states & five U.S. territories.  At war and in peacetime, the Exchange provides Soldiers and Airmen with the services and merchandise they need to make their lives more comfortable. The Exchange also maintains services and support to family members and the military community back home.  Roughly two-thirds of earnings are paid to Army Morale Welfare and Recreation (MWR) & Air Force Services programs. In the past 10 years, the Exchange has distributed more than $2.4 billion for MWR to fund quality-of-life improvements.

The Exchange Contact Center consists of an internal team of dedicated professionals committed to serving the unique needs of military customers.  Over 4.5 million calls are made to the call center annually, of which over 2 million are handled by a staff of less than 200 customer service agents.  The call center is open 24/7 and assists customers with online shopping, an overseas gas program, internal collections, and support for brick & mortar stores.  The Contact Center also manages the Exchange Credit Program (ECP) which operates the MILITARY STAR program (Private Label credit card) with approximately 2 million cardholders from all branches of service.  A significant portion of MILITARY STAR earnings are returned to the community to fund MWR programs. The Exchange Credit Program has returned $639 million to these programs over the last 10 years.

Site AM-2: City of Dallas 311

The City of Dallas 311 Customer Service Center provides 24/7/365 direct access for residents requesting City services, information, water utility billing assistance, and Court & Detention Services information.  311 serves a residential customer base of 1.2 million people, which swells to 3.2 million during normal business hours. 311 also counts all City departments as internal customers for which requests for service are fielded and general City-related information is provided to callers.  Agents handle over 1 million calls per year, with a mix of calls for information, service, and billing assistance.  We currently use Cisco technology for IVR and call management, NICE/IEX for call recording and workforce management, SAP for utility billing, and Motorola CRM.

Site AM-3: Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. To learn more please visit www.dialog-direct.com

Site AM-4: Freeman

The Freeman Customer Support Center (CSC), which has achieved six consecutive years of JD Power contact center certification, is dedicated to creating an outstanding service experience for Freeman Exhibitors who are participating in the 4000+ live events Freeman produces each year. Our 21 Freeman True Blue Representatives, supported and led by 4 management team members, answer over 100,000 inbound calls, 30,000 emails, and 20,000 live chats annually. Our goal in CSC is to find the answer or find the person who has the answer and to always exceed our customers' expectations. The center converted to a cloud contact center solution in 2015 including WFM and QA. The Customer Support department consists of three data entry teams in addition to the call center, which work together to support our producing branch office personnel, streamline the pre-show event preparation process, and create a seamless service experience for our customers.

Site AM-5: Texas811

Texas811 was formed in 1984 as Texas Excavation Safety System, Inc. and was the first statewide one call notification center in Texas. During the past 30 years, we have grown into the largest, and arguably most experienced, one call notification center in the world, exceeding well over 2 ¾
million locate requests annually.  In addition to Texas, Texas811 provides one call services in  South Carolina, South Dakota, New Mexico and West Virginia.

Texas811 is an Employee-Focused Organization- Many companies say the words, but Texas811 has the employee-sponsored awards to back them up. Our employees voted us #1 Midsized Company in DFW for 2012, #17 for 2013, and #2 for the Top 100 Places to Work 2014. In 2015, we were once again, for the fourth year in a row, awarded one of the Top 100 Places to Work.

Site AM-6: Thomson Reuters

Thomson Reuters® ONESOURCE™ drives global tax compliance and accounting decision-making with the industry’s most powerful portfolio of corporate technology solutions. ONESOURCE is there for every step of the tax journey with innovative, expert-backed solutions. This expertise includes the ONESOURCE multi-channel customer support center. The customer support center, with global reach, provides 24 x 7 support to ONESOURCE end users.  Thomson Reuters ONESOURCE Support handles more than 500,000 customer interactions per year in support of more than 40 products.

Site AM-7: WebCE

WebCe, Inc. provides online education programs to professionals across many industries. All of the students for our product lines are supported by our Dallas-based team. Our call center is small but mighty, employing as many as 25 energetic and highly trained reps and averaging 500 600 calls per day. The WebCe call center runs on the EngHouse system to route and track our calls for all 7 lines of business. We also leverage the EngHouse snapshot tool to run several wallboards throughout the office.
Afternoon Site Tours: 1:30 PM - 5:00 PM

Tour PM-1: Army & Airforce Exchange Service

The Exchange runs and administers retail facilities on U.S. Army and Air Force installations worldwide and has proudly served America’s armed forces since 1895.  The Exchange is responsible for more than 2,440 facilities in more than 33 countries, 50 states & five U.S. territories.  At war and in peacetime, the Exchange provides Soldiers and Airmen with the services and merchandise they need to make their lives more comfortable. The Exchange also maintains services and support to family members and the military community back home.  Roughly two-thirds of earnings are paid to Army Morale Welfare and Recreation (MWR) & Air Force Services programs. In the past 10 years, the Exchange has distributed more than $2.4 billion for MWR to fund quality-of-life improvements.

The Exchange Contact Center consists of an internal team of dedicated professionals committed to serving the unique needs of military customers.  Over 4.5 million calls are made to the call center annually, of which over 2 million are handled by a staff of less than 200 customer service agents.  The call center is open 24/7 and assists customers with online shopping, an overseas gas program, internal collections, and support for brick & mortar stores.  The Contact Center also manages the Exchange Credit Program (ECP) which operates the MILITARY STAR program (Private Label credit card) with approximately 2 million cardholders from all branches of service.  A significant portion of MILITARY STAR earnings are returned to the community to fund MWR programs. The Exchange Credit Program has returned $639 million to these programs over the last 10 years.

Site PM-2: City of Dallas 311

The City of Dallas 311 Customer Service Center provides 24/7/365 direct access for residents requesting City services, information, water utility billing assistance, and Court & Detention Services information.  311 serves a residential customer base of 1.2 million people, which swells to 3.2 million during normal business hours. 311 also counts all City departments as internal customers for which requests for service are fielded and general City-related information is provided to callers.  Agents handle over 1 million calls per year, with a mix of calls for information, service, and billing assistance.  We currently use Cisco technology for IVR and call management, NICE/IEX for call recording and workforce management, SAP for utility billing, and Motorola CRM.

Site PM-3: Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. To learn more please visit www.dialog-direct.com

Site PM-4: Freeman

The Freeman Customer Support Center (CSC), which has achieved six consecutive years of JD Power contact center certification, is dedicated to creating an outstanding service experience for Freeman Exhibitors who are participating in the 4000+ live events Freeman produces each year. Our 21 Freeman True Blue Representatives, supported and led by 4 management team members, answer over 100,000 inbound calls, 30,000 emails, and 20,000 live chats annually. Our goal in CSC is to find the answer or find the person who has the answer and to always exceed our customers' expectations. The center converted to a cloud contact center solution in 2015 including WFM and QA. The Customer Support department consists of three data entry teams in addition to the call center, which work together to support our producing branch office personnel, streamline the pre-show event preparation process, and create a seamless service experience for our customers.

Site PM-5: Texas811

Texas811 was formed in 1984 as Texas Excavation Safety System, Inc. and was the first statewide one call notification center in Texas. During the past 30 years, we have grown into the largest, and arguably most experienced, one call notification center in the world, exceeding well over 2 ¾
million locate requests annually.  In addition to Texas, Texas811 provides one call services in  South Carolina, South Dakota, New Mexico and West Virginia.

Texas811 is an Employee-Focused Organization- Many companies say the words, but Texas811 has the employee-sponsored awards to back them up. Our employees voted us #1 Midsized Company in DFW for 2012, #17 for 2013, and #2 for the Top 100 Places to Work 2014. In 2015, we were once again, for the fourth year in a row, awarded one of the Top 100 Places to Work.

Site PM-6: Thomson Reuters

Thomson Reuters® ONESOURCE™ drives global tax compliance and accounting decision-making with the industry’s most powerful portfolio of corporate technology solutions. ONESOURCE is there for every step of the tax journey with innovative, expert-backed solutions. This expertise includes the ONESOURCE multi-channel customer support center. The customer support center, with global reach, provides 24 x 7 support to ONESOURCE end users.  Thomson Reuters ONESOURCE Support handles more than 500,000 customer interactions per year in support of more than 40 products.

Site PM-7: WebCE

WebCe, Inc. provides online education programs to professionals across many industries. All of the students for our product lines are supported by our Dallas-based team. Our call center is small but mighty, employing as many as 25 energetic and highly trained reps and averaging 500 600 calls per day. The WebCe call center runs on the EngHouse system to route and track our calls for all 7 lines of business. We also leverage the EngHouse snapshot tool to run several wallboards throughout the office.

"The overall event was fantastic! I will be attending more ICMI events in the future."

Lisa Beane, Assistant Manager, Customer Contact Center, Virginia Workers' Compensation Commission

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