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Chicago, IL | October 28-30, 2019
Hyatt Regency Chicago
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Contact Center Tours

Call Center Layout

Included in your 3-day pass, this is your exclusive opportunity to get inside 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.

Tours in 2019 will be offered on Monday, October 28. Limited space is available on each tour. It is suggested you select your tour at the time of registration.

"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

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

TOUR AM1: Alzheimer's Association

The Alzheimer's Association is the leading voluntary health organization in Alzheimer's care, support and research and the world's number one private funder of Alzheimer's research. Our mission is to eliminate Alzheimer's disease through the advancement of research; to provide and enhance care and support for all affected; and to reduce the risk of dementia through the promotion of brain health. Our National Alzheimer's Contact Center offers 24/7 confidential support and information to people living with Alzheimer's or other dementia, caregivers, families and the public. Trained and knowledgeable staff provide referrals to local community programs and services, disease information, caregiving education, crisis assistance; and emotional support. The tour offers participants details of a multi-year expansion from a 25-seat contact center to the current 100-seat contact center including corresponding growth of staff, training, infrastructure, systems and processes.

TOUR AM2: CME Group

As the world's leading and most diverse derivatives marketplace, CME Group is where the world comes to manage risk. CME Group enables clients to trade futures, options, cash and OTC markets, optimize portfolios and analyze data – empowering market participants worldwide to efficiently manage risk and capture opportunities. Our global teams provide around-the-clock customer support, registration and technical assistance. We deliver first-class customer service that emphasizes market integrity, accuracy and efficiency. Join us to tour our state-of-the-art contact center, followed by a panel discussion featuring stories about our support programs and technology, including our transition to "scoreless scorecards.


TOUR AM3: Enova

Enova is one of Chicago's largest financial technology companies with one of the largest contact centers in the downtown area. Consistently a top Chicago-based technology employer, and a leading provider of online financial services to non-prime consumers and small businesses, powered by advanced analytics and award-winning technology, Enova has provided more than 5 million customers around the globe with access to more than $20 billion in financing. Enova's two contact centers in downtown Chicago and Gurnee, Illinois, employ over 600 associates who service nearly a million customers monthly at all stages of their financial journey. In addition to a tour of Enova's high-energy contact center, you'll hear from leaders who are experts in all stages of the customer life cycle across five brands. You'll also learn about how the organization is improving employee coaching and driving engagement to make Enova an awesome place to work! The contact center is a vital part of Enova's mission to help hardworking people get access to fast, trustworthy credit.

TOUR AM4: Zoro

Zoro.com is an eCommerce business that sells millions of products from thousands of brands in the maintenance, repair, and operations (MRO) industry. Launched in May 2011, Zoro has rapidly grown from a warehouse operation of about 20 employees to a hypergrowth enterprise employing more than 300 people.

Much of our reputation and success stems from our best-in-class customer service team. We employ approximately 180 customer service agents across two locations, with a third location opening soon, and about half of our agents work from home full-time. Built on a foundation of innovative practices and engagement, our call center's culture not only encourages retention, growth, and professional development, but also leads to exceptional customer service from people who truly care. We invite conference attendees to take a tour at our second campus on the 16th floor of 500 W. Madison, above the Ogilvie Transportation Center in downtown Chicago (about a half mile from the conference site).

Afternoon Site Tours: 1:00 PM - 4:30 PM

TOUR PM1: Alzheimer's Association

The Alzheimer's Association is the leading voluntary health organization in Alzheimer's care, support and research and the world's number one private funder of Alzheimer's research. Our mission is to eliminate Alzheimer's disease through the advancement of research; to provide and enhance care and support for all affected; and to reduce the risk of dementia through the promotion of brain health. Our National Alzheimer's Contact Center offers 24/7 confidential support and information to people living with Alzheimer's or other dementia, caregivers, families and the public. Trained and knowledgeable staff provide referrals to local community programs and services, disease information, caregiving education, crisis assistance; and emotional support. The tour offers participants details of a multi-year expansion from a 25-seat contact center to the current 100-seat contact center including corresponding growth of staff, training, infrastructure, systems and processes.

TOUR PM2: CME Group

As the world's leading and most diverse derivatives marketplace, CME Group is where the world comes to manage risk. CME Group enables clients to trade futures, options, cash and OTC markets, optimize portfolios and analyze data – empowering market participants worldwide to efficiently manage risk and capture opportunities. Our global teams provide around-the-clock customer support, registration and technical assistance. We deliver first-class customer service that emphasizes market integrity, accuracy and efficiency. Join us to tour our state-of-the-art contact center, followed by a panel discussion featuring stories about our support programs and technology, including our transition to "scoreless scorecards.

TOUR PM3: Enova

Enova is one of Chicago's largest financial technology companies with one of the largest contact centers in the downtown area. Consistently a top Chicago-based technology employer, and a leading provider of online financial services to non-prime consumers and small businesses, powered by advanced analytics and award-winning technology, Enova has provided more than 5 million customers around the globe with access to more than $20 billion in financing. Enova's two contact centers in downtown Chicago and Gurnee, Illinois, employ over 600 associates who service nearly a million customers monthly at all stages of their financial journey. In addition to a tour of Enova's high-energy contact center, you'll hear from leaders who are experts in all stages of the customer life cycle across five brands. You'll also learn about how the organization is improving employee coaching and driving engagement to make Enova an awesome place to work! The contact center is a vital part of Enova's mission to help hardworking people get access to fast, trustworthy credit.

TOUR PM4: Zoro

Zoro.com is an eCommerce business that sells millions of products from thousands of brands in the maintenance, repair, and operations (MRO) industry. Launched in May 2011, Zoro has rapidly grown from a warehouse operation of about 20 employees to a hypergrowth enterprise employing more than 300 people.

Much of our reputation and success stems from our best-in-class customer service team. We employ approximately 180 customer service agents across two locations, with a third location opening soon, and about half of our agents work from home full-time. Built on a foundation of innovative practices and engagement, our call center's culture not only encourages retention, growth, and professional development, but also leads to exceptional customer service from people who truly care. We invite conference attendees to take a tour at our second campus on the 16th floor of 500 W. Madison, above the Ogilvie Transportation Center in downtown Chicago (about a half mile from the conference site).