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Contact Center Tours

Call Center Layout

Included in your 3-day pass, this is your exclusive behind-the-scenes glimpse into a local contact center. Hear from key personnel as they share details of their operations, their greatest achievements and challenges. You’ll leave with a fresh perspective and new ideas to apply to your own center.

"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

Tours are offered on Monday, November 12 (3-Day Pass-holders only).

Limited space is available on each tour. It is suggested you select your tour at the time of registration.

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

SOLD OUT! Tour A1: MGM

MGM
MGM Resorts International is one of the world's leading entertainment and hospitality companies, operating a portfolio of destination resort brands including Bellagio, ARIA, MGM Grand, Mandalay Bay and The Mirage and was named among FORTUNE® Magazine's 2017 list of World's Most Admired Companies®. The MGM Resorts Las Vegas Contact Center is the epicenter of reservations for the company's Las Vegas and Detroit resorts including room, dining, and entertainment reservations. The center's 300 team members handle 3.4 million calls annually utilizing our newly launched company service platform, SHOW, to deliver premier service to our guests from around the world.

Tour A2: Telus International

Telus International

Attendance on the tour is strictly limited to corporate practitioners. Unfortunately, we are not able to include other outsourcers on the tour experience.


Don't miss this opportunity to visit a very unique call center that happens to be one of the nicest facilities around – captive or outsourced. We will be touring the TELUS International outsourced call center which includes 1200 seats and services two Fortune 500 clients and two other smaller businesses. Discover how customer experience innovation is achieved through spirited teamwork, agile thinking, and a caring culture that puts customers first. Hear about the "Culture Value Chain" a unique formula for equating highly-engaged frontline team members to clients' top line growth. Discover how corporate culture is a competitive advantage and how it shows in high employee engagement scores and low attrition rates.

SOLD OUT! Tour A3: Zappos

Zappos
The Zappos Tour Experience is a guided tour that tells the story of Zappos.com and our unique culture. You will learn about their company's history, culture, and campus complete with a ball pit, interactive history wall, and virtual reality customer service experience.

Tour A4: UPS

UPS
The Las Vegas site is part of the Global Business Services Customer Operations business unit of UPS. The Operations group serves as the voice of the company by providing outstanding customer service to UPS customers and employees worldwide. Through hundreds of thousands of daily customer contacts via phone, chat, email, and social media, they help UPS deliver a better customer experience.
Afternoon Site Tours: 1:00 PM - 4:30 PM

Tour P1: GES

GES

Our flagship call center, National Servicenter℠ was the first in our industry to attain J.D. Power and Associates' certification for outstanding customer service. We've proudly received the J.D. Power and Associates award every year since 2009.

With just a chat, call or click, your exhibitors can connect with one of more than 100 customer service specialists to assist with budgeting, ordering as well as important show-specific details.

SOLD OUT! Tour P2: MGM

MGM
MGM Resorts International is one of the world's leading entertainment and hospitality companies, operating a portfolio of destination resort brands including Bellagio, ARIA, MGM Grand, Mandalay Bay and The Mirage and was named among FORTUNE® Magazine's 2017 list of World's Most Admired Companies®. The MGM Resorts Las Vegas Contact Center is the epicenter of reservations for the company's Las Vegas and Detroit resorts including room, dining, and entertainment reservations. The center's 300 team members handle 3.4 million calls annually utilizing our newly launched company service platform, SHOW, to deliver premier service to our guests from around the world.

Tour P3: Telus International

Telus International

Attendance on the tour is strictly limited to corporate practitioners. Unfortunately, we are not able to include other outsourcers on the tour experience.


Don't miss this opportunity to visit a very unique call center that happens to be one of the nicest facilities around – captive or outsourced. We will be touring the TELUS International outsourced call center which includes 1200 seats and services two Fortune 500 clients and two other smaller businesses. Discover how customer experience innovation is achieved through spirited teamwork, agile thinking, and a caring culture that puts customers first. Hear about the "Culture Value Chain" a unique formula for equating highly-engaged frontline team members to clients' top line growth. Discover how corporate culture is a competitive advantage and how it shows in high employee engagement scores and low attrition rates.

SOLD OUT! Tour P4: Zappos

Zappos
The Zappos Tour Experience is a guided tour that tells the story of Zappos.com and our unique culture. You will learn about their company's history, culture, and campus complete with a ball pit, interactive history wall, and virtual reality customer service experience.

Tour P5: TANKED

TANKED
Step into the world of the hit television series 'Tanked' with exclusive access to behind-the-scenes at Acrylic Tank Manufacturing, or ATM – the 37,000-square-foot facility where cast members Wayde King and Brett Raymer work day-to-day — two brothers-in-law running the largest aquarium manufacturing company in the nation. Learn how they provide the highest level of customer service and see how aquariums are built .

Tour P6: UPS

UPS
The Las Vegas site is part of the Global Business Services Customer Operations business unit of UPS. The Operations group serves as the voice of the company by providing outstanding customer service to UPS customers and employees worldwide. Through hundreds of thousands of daily customer contacts via phone, chat, email, and social media, they help UPS deliver a better customer experience.

"If you work in a Contact Center you need to attend this event! The ICMI Team creates a three day event where you learn more about Leadership, Employee Training/Quality Management and Retention, Technology in a fun environment, with the best in the Biz!"

Susie Kent, National Director Sales & Service, Broadway.com

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   © 2018 UBM, All Rights Reserved.

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