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"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

One of the most effective approaches to increasing your contact center proficiency is to see firsthand how other contact centers operate. 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. You'll not just tour the contact center, but hear from key personnel as they share details of their operation, proud success stories, and even  humble discussions on areas where they are seeking improvement as well. You will leave with a fresh perspective and new ideas to apply to your own center.

No one offers the best variety of site tours than Contact Center Expo & Conference. Many attendees have cited these tours as the perfect complement to their conference experience. We’re certain you’ll agree!

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

AM1: Walt Disney World Reservations Center

The Disney Destinations Call Center is the epicenter of customer service and reservations for all Disney destination properties including all Disney World Reports, Disney World dining, special events, as well as parts of Disney Paris, Disney Cruises and more.  The center handles an impressive volume of 13 million calls annually and whether through a phone call, an email, a web chat or even a letter, we help our guests create "Magical Memories that last a lifetime."

AM2: JetBlue University – Special Onboarding and Training Tour

JetBlue  may be New York’s Hometown Airline™, but Orlando is their ‘home away from home.’ Orlando is home to JetBlue’s state-of-the-art training facility, JetBlue University,  which is large enough to accommodate the training of 300 people on any given day. In addition to the facility's four Airbus A320 full-flight simulators, two Embraer E190 simulators, and two cabin simulators, JetBlue University includes control rooms, cabin-crew and firefighting training areas, and a specialized, heated outdoor emergency slide/raft training pool.   Additionally, JetBlue is nearing completion of a new Lodging facility at the Orlando Support Campus , which will serve as a significant piece of the culture and help strengthen the Orlando support campus, offering Crewmembers continued exposure to JetBlue’s culture, their brand and who they are as a company. As a growing airline with a mission to continue to inspire humanity, it was important to create a facility where Crewmembers could participate in training and onboarding with minimal distractions, more seamless logistics and most importantly - face to face interaction with leadership.

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

PM1: JetBlue – Remote Workforce Tour

In November of 2014, JetBlue opened their second call center at the JetBlue University Campus in Orlando, offering bilingual Spanish/English services and complementing JetBlue’s Customer Support facility in Salt Lake City.  Their home based, flexible model has worked well in both Salt Lake City and Orlando.  As they continue to grow in Latin America and the Caribbean, their Bi-lingual contact center will be able to meet the needs of both English and Spanish speaking Customers. Over the next five years, JetBlue plans to welcome 500 new Crewmembers to JetBlue to support their contact center needs.

PM2: Brighthouse

Bright House Networks is an award-winning company made up of friendly, energetic employees who go above and beyond to provide exceptional customer service. Their strength is in their employees. Customer loyalty is their top priority, and their employees are committed to building unique relationships in a fast-paced team environment. Bright House Networks encourages a positive, supportive and open culture which rewards employee accountability and grants empowerment for all members of the team.  Their commitment to diversity guarantees they employ the best.

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

TOUR 1: Walt Disney World Reservations Center

The Disney Destinations Call Center is the epicenter of customer service and reservations for all Disney destination properties including all Disney World Reports, Disney World dining, special events, as well as parts of Disney Paris, Disney Cruises and more.  The center handles an impressive volume of 13 million calls annually and whether through a phone call, an email, a web chat or even a letter, we help our guests create "Magical Memories that last a lifetime."

TOUR 2: Brighthouse

Bright House Networks is an award-winning company made up of friendly, energetic employees who go above and beyond to provide exceptional customer service. Their strength is in their employees. Customer loyalty is their top priority, and their employees are committed to building unique relationships in a fast-paced team environment. Bright House Networks encourages a positive, supportive and open culture which rewards employee accountability and grants empowerment for all members of the team. Their commitment to diversity guarantees they employ the best.

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”

Kelli Detty, Contact Center Supervisor, LES

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