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Each of our site tour options has been carefully selected to provide a detailed and distinctive view of a contact center’s operations, as well as best practices and takeaways to apply to your own center. Many attendees have cited these tours as the perfect complement to their conference experience. We’re certain you’ll agree!

BELOW ARE THE SITE TOURS THAT WERE HELD in 2014.
Check back for an update of site tours for 2015.


We'd like to thank our 2014 Site Tour hosts for opening up their centers to our attendees and providing a "back-stage" peek into how their operations are run, best practices they have discovered, and even humble discussions on where they are seeking improvement themselves. Thank you!

 

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

PRE-AM1: Sharp Rees-Stealy Medical Centers - This tour is full.

Sharp Rees-Stealy Medical Center

Sharp Rees-Stealy is one of the largest, most comprehensive medical groups in San Diego County with 20 locations. Their multispecialty medical group consists of more than 460 physicians and 2,000 staff members representing virtually every field of medicine.

PRE-AM2: 2-1-1 San Diego - This tour is full.

2-1-1 San Diego is a resource and information hub that connects people with community, health and disaster services through a free, 24/7 stigma-free confidential phone service and searchable online database. 2-1-1 serves the entire population of the County. With more than 6,000 health and human service programs, finding help can  seem insurmountable. 2-1-1 can help.  By dialing 2-1-1, clients are linked to a live highly-trained Client Service Representatives (CSR) who will navigate them through their situations by assessing their needs and then matching them to the best and closest resource in their community. Assistance is confidential and offered in more than 200 languages and dialects. 2-1-1’s highly trained CSRs, the majority of whom are Alliance of Information and Referral Systems (AIRS)-certified, provide a wide range of immediate resources to local individuals and families.

PRE-AM3: San Diego Padres - This tour is full.

The San Diego Padres openly state that their goal is “To be the best franchise in sports, as measured by our ability to win games and championships consistently, build meaningful emotional connections with a large and diverse fan base, and serve as responsible and impactful leaders in the San Diego community.” In order to maximize customer service, the Padres run their entire 50 person Call Center at Petco Park in downtown San Diego.  Placing a high value on training and technological upgrades, the sales and services staff was ranked No. 1 in MLB for two years in a row by a secret shopper survey by the Sports Business Journal. Technologies used: Microsoft Dynamics, Avaya, Communication Manager, Aura Messaging

PRE-AM4: KP OnCall (Kaiser Permanente) - This tour is full.

A fully owned subsidiary of Kaiser Permanente, KP OnCall is a leading telehealth/remote care management provider. Employing 251 agents, many of who work from home, they provide advice and guidance to over 4 million healthcare consumers.

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

PRE-PM1: CSA Travel Protection - This tour is full.

CSA Travel Protection’s call center is headquartered in San Diego, California. Ther are an inbound call center and their team of 38 handles roughly 300,000 calls and 40,000 emails per year. Representatives are trained to handle a wide variety of calls, ranging from policy sales to answering policy coverage questions. Technology used: Interactive Intelligence all-in-one IP communications software suite: Customer Interaction Center,  Unified Messaging, Presence Management. Applications include: interactive voice response, auto-attendant, multichannel queuing and routing, call recording, customer feedback surveys.

 

PRE-PM2: HD Supply - This tour is full.

HD Supply Facilities Maintenance (hdsupplysolutions.com) is a leading supplier of Maintenance, Repair and Operations (MRO) products to owners and managers of multifamily, hospitality, educational and commercial properties; healthcare providers; and municipal and government facilities. HD Supply Facilities Maintenance has 43 distribution centers, a fleet of more than 700 delivery vehicles and 27,000 items in stock and is a business unit of HD Supply (hdsupply.com), one of the largest industrial distributors in North America. Headquartered in San Diego, Calif., HD Supply Facilities Maintenance employs more than 700 full-time associates at 10 Customer Contact Centers across the United States and Canada. Their dedicated team of associates is passionate about making each customer experience exceptional. Through their award-winning Voice of the Customer (VOC) Program and use of cutting-edge technologies including Voice Analytics, HD Supply Facilities Maintenance ensures they are not only capturing customer feedback, but using it to develop and implement real solutions to continuously improve their customer’s experience. Technologies used include: Avaya Call Center Technology Solutions, Workforce Management/ Workforce Optimization, Verint Quality Monitoring and Speech Analytics, Salesforce.com CRM

PRE-PM3: KP OnCall (Kaiser Permanente) - This tour is full.

A fully owned subsidiary of Kaiser Permanente, KP OnCall is a leading telehealth/remote care management provider. Employing 251 agents, many of who work from home, they provide advice and guidance to over 4 million healthcare consumers.

Friday Site Tour Package: 8:30 AM - 5:00 PM

POST-AM: Sharp Rees-Stealy Medical Centers - This tour is full.

Sharp Rees-Stealy Medical Center

Sharp Rees-Stealy is one of the largest, most comprehensive medical groups in San Diego County with 20 locations. Their multispecialty medical group consists of more than 460 physicians and 2,000 staff members representing virtually every field of medicine.

POST-PM:HD Supply - This tour is full.

Sharp Rees-Stealy Medical Center

HD Supply Facilities Maintenance (hdsupplysolutions.com) is a leading supplier of Maintenance, Repair and Operations (MRO) products to owners and managers of multifamily, hospitality, educational and commercial properties; healthcare providers; and municipal and government facilities. HD Supply Facilities Maintenance has 43 distribution centers, a fleet of more than 700 delivery vehicles and 27,000 items in stock and is a business unit of HD Supply (hdsupply.com), one of the largest industrial distributors in North America. Headquartered in San Diego, Calif., HD Supply Facilities Maintenance employs more than 700 full-time associates at 10 Customer Contact Centers across the United States and Canada. Their dedicated team of associates is passionate about making each customer experience exceptional. Through their award-winning Voice of the Customer (VOC) Program and use of cutting-edge technologies including Voice Analytics, HD Supply Facilities Maintenance ensures they are not only capturing customer feedback, but using it to develop and implement real solutions to continuously improve their customer’s experience. Technologies used include: Avaya Call Center Technology Solutions, Workforce Management/ Workforce Optimization, Verint Quality Monitoring and Speech Analytics, Salesforce.com CRM

"I enjoyed the site tours, especially Starbucks."

Kayla Fetters, Call Center Manager, Precious Moments

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