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Site tours at ICMI Contact Center Expo and Conference

Site Tour information is from our 2015 conference in May. Look for updated information to be added in the fall.

"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

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

AM1: Walt Disney World Reservations Center - This tour is full.

Disneyland Plaque

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 - 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 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.

AM3: Wyndham Vacation Ownership - This tour is full.

A person's vacation truly begins as they dream about all of the details of their trip; where they want to visit, how they will get there and what activities they will explore in the surrounding area during their stay.

At our Wyndham Vacation Ownership Contact Centers, we help our owners make those trips a reality as our Vacation Guides communicate with our owners through phone calls, emails, and letters. We help them plan vacations that will create life-long memories for them and their loved ones.

We, at Wyndham Vacation Ownership, take great pride in delivering best in class customer service, helping our owners resolve all of their needs in one call, and building relationships with our internal and external customers.

We are focused on fostering an environment that rewards and celebrates teamwork, dedication, and a commitment to excellence by delivering “Count on Me” service. Our goal of being responsive, respectful and delivering a great experience is the core of our service philosophy to our owners and each other.

AM4: World Travel Holdings - This tour is full.

World Travel Holdings is the world's largest cruise agency and award-winning leisure travel company with a portfolio of more than 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, hotels, resort vacations and luxury travel services, World Travel Holdings has a vast portfolio of licensed private label partnerships comprised of top leisure travel providers, almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and the country's original host agency. Its global presence includes operating multiple owned and private label cruise and vacation brands in the United Kingdom. World Travel Holdings has offices in Long Island, NY, Wilmington, Mass., Ft. Lauderdale and Orlando, Fla., Virginia Beach, Va., and Chorley, United Kingdom. For more information, visit WorldTravelHoldings.com.
Monday Afternoon Site Tours (choose one): 1:30 PM - 5:00 PM

PM1: JetBlue – Remote Workforce Tour - This tour is full.

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: Bright House Networks - This tour is full.

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.

PM3: Wyndham Vacation Ownership - This tour is full.

A person's vacation truly begins as they dream about all of the details of their trip; where they want to visit, how they will get there and what activities they will explore in the surrounding area during their stay.

At our Wyndham Vacation Ownership Contact Centers, we help our owners make those trips a reality as our Vacation Guides communicate with our owners through phone calls, emails, and letters. We help them plan vacations that will create life-long memories for them and their loved ones.

We, at Wyndham Vacation Ownership, take great pride in delivering best in class customer service, helping our owners resolve all of their needs in one call, and building relationships with our internal and external customers.

We are focused on fostering an environment that rewards and celebrates teamwork, dedication, and a commitment to excellence by delivering “Count on Me” service. Our goal of being responsive, respectful and delivering a great experience is the core of our service philosophy to our owners and each other.

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

TOUR 1: Walt Disney World Reservations Center - This tour is full.

Disneyland Plaque

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 - This tour is full.

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.

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”

Jessica Zupfer, Phone Bank Manager, Bremer Financial

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