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Site Tours

Site Tours

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 Monday, November 3 (Premium pass only).

Limited space is available on each tour. It is suggested you select your site tour at the time of registration. You can only choose only one site tour during each half-day time slot. 

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

Site AM-1: Cars.com

Cars.com recently announced that its Customer Care Team has been certified as a Center of Excellence by BenchmarkPortal (News - Alert), a contact center research and consulting organization. BenchmarkPortal said that Cars.com successfully underwent through rigorous benchmarking process and stood tall on parameters such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources.

 “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”  

Cars.com is one of the leading destinations for online car shoppers, offering credible and easy-to-understand information from consumers and experts to help buyers formulate opinions on what to buy, where to buy and how much to pay for a car. With comprehensive pricing information, dealer reviews, side-by-side comparison tools, photo galleries, videos, unbiased editorial content and a large selection of new- and used-car inventory, Cars.com puts car buyers in control of their shopping process with the information they need to make confident buying decisions.

Recently, Cars.com was ranked Highest Third-Party Automotive Mobile Site in J.D. Power's 2013 Automotive Mobile Site Study(SM), a new study that measures the usefulness of third-party automotive mobile sites during the vehicle shopping process. Among nine mobile websites evaluated, Cars.com ranked highest overall, a ranking that was significantly higher than the industry average. Cars.com also ranked highest in each of the four evaluation categories (in order of importance): information/content; navigation; speed and appearance.

 

Site AM-2: kCura

kCura develops web-based e-discovery applications for managing large volumes of electronic evidence during litigation or investigations called Relativity. Our client services department is divided into 7 different teams, including Certification, Training, Technical Support, Advice, Infrastructure Engineering, Documentation and Quality Control. The client services department has one goal in mind, and that is to help our users be successful with Relativity. Through our outstanding communication skills, product knowledge, and passion for teaching and problem solving, we work as a team to provide high-touch customer service to our users.

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

Site PM-1: EZ Links Golf

EZLinks Golf, Inc., is the golf industry's leading tee time reservation center, answering more than 3 million phone calls annually for golf course clients and for the company's online tee time reservation site ­TeeOff.com. EZLinks Reservation Center helps golf courses capture every round through its 24/7/365 service.  With nearly 80% of tee time reservations made by phone, EZLinks Reservation Center connects golfers with their next round and provides 24/7 service to the company's ecommerce site.

Site PM-2: ACE Hardware

The ACE Hardware Contact Center started as traditional IT Helpdesk and was converted to  a Contact Center back in 2009.    The Center operates with a total of 70 people - 47 ACE agents, 15 consultants (non-ACE agents), 4 Team Leaders and 4 Managers.  Their customer base consists of ACE Retailers, Corporate employees, Vendors and Consumers.  The Contact Center handled more than 800,000 interactions in 2013 and uses technology such: CA's ServiceDesk, (in design stages of upgrading), and Avaya, their ACD or call routing system.

"The focus on the customer being paramount in this era of social media was very impactful and was described throughout many of the presentations."

Scott Roskilly , Operations Analyst, American Cancer Society

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