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2017 Tour Local Contact Centers

No one offers the best variety of contact center 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!

"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

Monday Morning Tours (choose one): 8:30 AM - 12:00 PM

Tour 2: Heart of Florida United Way 2-1-1 - This Tour Is Full

The Heart of Florida United Way (HFUW) 2-1-1 contact center provides 24/7/365 crisis de-escalation, problem solving and social services referrals via text, chat, email and phone. HFUW 2-1-1 has contracts with nine United Ways to provide 24/7/365 service to 16 counties in Florida, 44 counties in Tennessee, and after hours service to 18 counties in Kentucky. HFUW 2-1-1 also provides specialized information and referral services on behalf of the National Epilepsy Foundation and crisis de-escalation services on behalf of the National Disaster Distress Helpline; making their geographic footprint the United States and Puerto Rico.

Tour 3: Walgreens - This Tour Is Full

Walgreens is the nation’s largest drugstore chain, operating over 8,200 drugstores in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. The Customer Care Organization serves many functions and is critical to the success of Walgreens. Customers interact via a variety of touch points and the CCO ensures that each and every communication for the customer is seamless as well as the same regardless of where or how they contact us.

Tour 4: Walt Disney World Reservations Center
This Tour Is Full

The Disney Destinations Call Center is the epicenter of customer service and reservations for all Disney destination properties, including all Disney World Resorts, 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.”
Monday Afternoon Tours (choose one): 1:30 PM - 5:00 PM

Tour 5: Entertainment Benefits Group - This Tour Is Full

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 6: Heart of Florida United Way 2-1-1 - This Tour Is Full

The Heart of Florida United Way (HFUW) 2-1-1 contact center provides 24/7/365 crisis de-escalation, problem solving and social services referrals via text, chat, email and phone. HFUW 2-1-1 has contracts with nine United Ways to provide 24/7/365 service to 16 counties in Florida, 44 counties in Tennessee, and after hours service to 18 counties in Kentucky. HFUW 2-1-1 also provides specialized information and referral services on behalf of the National Epilepsy Foundation and crisis de-escalation services on behalf of the National Disaster Distress Helpline; making their geographic footprint the United States and Puerto Rico.

Tour 7: JetBlue University - This Tour Is Full

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 additional 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.
Thursday Tour Package (both tours): 8:30 AM - 5:00 PM

Post Tour 1: Entertainment Benefits Group - This Tour Is Full

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.

Post Tour 2: Walgreens - This Tour Is Full

Walgreens is the nation’s largest drugstore chain, operating over 8,200 drugstores in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. The Customer Care Organization serves many functions and is critical to the success of Walgreens. Customers interact via a variety of touch points and the CCO ensures that each and every communication for the customer is seamless as well as the same regardless of where or how they contact us.

The ICMI Contact center expo and Conference provided me with not only the opportunity to network with peers in the industry, but also provided me the opportunity to stay current with industry hot topics and solutions. ICMI is one of my go to resources for all things contact center related.

Tina Domer , Customer Care Manager, Restaurant Technologies, Inc.

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   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.