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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!

Site tours are offered on Tuesday, May 6 (Premium or All-Access pass only) and Friday, May 9 (All-Access pass only).

Limited space is available on each tour. Unfortunately, we are not able to maintain a standby list for sold out tours prior to the event. Paid Conference registrants interested in attending a sold out tour may check with the site tour desk on Tuesday, May 6 (located near registration) to be placed on a standby list for any cancellations or no-shows.

Tuesday Morning Site Tours: 8:30am - 12:00pm

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

PLEASE NOTE: This site tour will meet at the convention center with all the other AM site tours; However, due to its close proximity to the convention center, rather than take a bus, tour participants will walk approximately 4 blocks to Petco Park. Should you need transportation assistance to Petco Park please email Cassandra.Reyes-Jones@ubm.com at least 1 week prior to this site tour

PRE-AM4: KP OnCall (Kaiser Permanente)

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.

- Provide 24/7/365 telephone triage for Kaiser So California and Hawaii
- 251 agents (176 RN’s and 75 non-clinical customer support specialists)
- Approximately 95% of nursing staff work from home
- Work with two employee unions
- NP’s and PA provide prescriptions for select pre-screened symptoms (0630-2200)
- Piloting video triage with select customers
- Have Wellness/Outreach component with staff of 10 non-clinical agents
- i3 Interactive Intelligence phone system,  call taking application based on customized Infor epiphany platform
- URAC Accredited
- Administrative support includes the following departments:  Training/QI , IT , Clinical Content , Operations,   Product & Service development, Account Management, Scheduling, Administrative staff support
- Two directors work in partnership:  MD for clinical support  and Operations Director

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

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

CSA Travel Protection’s call center is headquartered in San Diego, California. We are an inbound call center and our team of 38 handles roughly 300,000 calls and 40,000 emails per year. Our 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.

Applications include:

  • interactive voice response
  • auto-attendant
  • multichannel queuing and routing
  • call recording
  • customer feedback surveys

-Interactive Intelligence add-on application for multichannel recording and scoring of inbound and outbound interactions.

-Unified messaging for anytime/anywhere access to email, voice mail and faxes via a single inbox

-Presence management to check the status of colleagues, (e.g. "On Vacation," "In A Meeting," "At Home Sick," etc.) for more efficient communications

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.

- Provide 24/7/365 telephone triage for Kaiser So California and Hawaii
- 251 agents (176 RN’s and 75 non-clinical customer support specialists)
- Approximately 95% of nursing staff work from home
- Work with two employee unions
- NP’s and PA provide prescriptions for select pre-screened symptoms (0630-2200)
- Piloting video triage with select customers
- Have Wellness/Outreach component with staff of 10 non-clinical agents
- i3 Interactive Intelligence phone system,  call taking application based on customized Infor epiphany platform
- URAC Accredited
- Administrative support includes the following departments:  Training/QI , IT , Clinical Content , Operations,   Product & Service development, Account Management, Scheduling, Administrative staff support
- Two directors work in partnership:  MD for clinical support  and Operations Director

Friday Site Tour Package: 8:30am - 5:00pm

POST-AM: Sharp Rees-Stealy Medical Centers

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

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

"One of the best conferences I have attended."

Jennifer High, VP Contact Center, Transamerica

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