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2017 Tour Local Contact Centers

You are viewing 2017 program information.
Please check back in mid-December for our 2018 schedule.

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-1: Disney Business Behind the Magic Tour

Disney Business Behind the Magic Tour

*NEW for 2018* - Requires 4 day plus pass to attend.
In this guided tour, participants will engage experienced Disney professionals and observe key examples from Disney's "living laboratory" theme parks, going behind the scenes to explore how Disney business insights and time-tested methodologies are operationalized to deliver a great customer experience. The tour shows how concepts from Disney Institute professional development courses come to life for Cast Members and Guests at Disney.

Tour-2: Heart of Florida United Way 2-1-1

Heart of Florida United Way 2-1-1

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: Entertainment Benefits Group

Entertainment Benefits Group

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. At EBG we believe in taking Fun Seriously and that shows when you come into our call center. EBG was voted in Orlando Sentinel's Top 100 companies to work for in Central Florida. This is voted for by the employees. Our Orlando Office consists of multiple departments and call center environments including our sales call center, our customer care team and our operations department. What sets us apart for other call centers is employee engagement and our health initiatives. Onsite we have a fully equipped Gym and Yoga studio along with a personal trainer who is in 5 days a week and other fitness coaches throughout the week.

Tour-4: Vistana

Vistana

Vistana™ Signature Experiences, Inc. an operating business of ILG, Inc. designs, builds, manages and maintains resort properties under the Westin and Sheraton brands, ensuring the highest quality standards. Through its exclusive license agreements, we will continue to develop products primarily within these two signature brands. By leveraging these highly recognizable brands, plus Gold status in the industry-leading Starwood Preferred Guest (SPG) program, Vistana drives value for customers by delivering exceptional levels of service and programming that are unique to the brands and distinct in the market.

Monday Afternoon Tours (choose one): 1:30 PM - 5:00 PM

Tour-5: Disney Business Behind the Magic Tour

Disney Business Behind the Magic Tour
*NEW for 2018* - Requires 4 day plus pass to attend.
In this guided tour, participants will engage experienced Disney professionals and observe key examples from Disney's "living laboratory" theme parks, going behind the scenes to explore how Disney business insights and time-tested methodologies are operationalized to deliver a great customer experience. The tour shows how concepts from Disney Institute professional development courses come to life for Cast Members and Guests at Disney.

Tour-6: Entertainment Benefits Group

Entertainment Benefits Group

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. At EBG we believe in taking Fun Seriously and that shows when you come into our call center. EBG was voted in Orlando Sentinel's Top 100 companies to work for in Central Florida. This is voted for by the employees. Our Orlando Office consists of multiple departments and call center environments including our sales call center, our customer care team and our operations department. What sets us apart for other call centers is employee engagement and our health initiatives. Onsite we have a fully equipped Gym and Yoga studio along with a personal trainer who is in 5 days a week and other fitness coaches throughout the week.

Tour-7: Oracle Hospitality

Oracle Hospitality

Oracle Hospitality Support's mission is to provide industry-leading support to enable its hospitality customers to provide superior service and experience to their customers anywhere, anytime. Our Orlando Call Center is an integral part of this effort, with over 120 highly trained staff members providing support 24/7 support in English, Spanish, Portuguese, German and Italian. The Orlando Call Center, along with our other centers around the globe, is dedicated to assisting our hospitality customers obtain optimal value from their Oracle technology investment.

Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. Oracle Cloud provides leading-edge capabilities in software as a service, platform as a service, infrastructure as a service, and data as a service.

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

Post-4: Full Day Tours - Entertainment Benefits Group & Heart of Florida United Way 2-1-1

Full Day Tours - Entertainment Benefits Group & Heart of Florida United Way 2-1-1

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. At EBG we believe in taking Fun Seriously and that shows when you come into our call center. EBG was voted in Orlando Sentinel's Top 100 companies to work for in Central Florida. This is voted for by the employees. Our Orlando Office consists of multiple departments and call center environments including our sales call center, our customer care team and our operations department. What sets us apart for other call centers is employee engagement and our health initiatives. Onsite we have a fully equipped Gym and Yoga studio along with a personal trainer who is in 5 days a week and other fitness coaches throughout the week.

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.

“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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   © 2017 UBM, All Rights Reserved.