"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
What To Expect on a Site Tour
ICMI's Contact Center Tours feature the most innovative contact centers across a variety of industries, sizes, and technology implementations. During these guided tours, you’ll visit the contact center environment and the host’s facility at large. Don’t miss your chance to see culture and technology in action! Hear about strategies for engaging and retaining employees, leading hybrid workforces, delivering on customer experience, and implementing new tools. You’ll also have the opportunity to engage in a Q&A with the contact center’s leaders during the tour. It’s also a great opportunity to network and get to know your fellow Contact Center Expo attendees.
- A Premier Pass is required for site tours
- All site tours take place on Tuesday, October 28, 2025, 08:30 AM - 11:30 AM
- Space is limited and is on a first come, first served basis
2025 Site Tours
Universal Destinations & Experiences Contact Center*
Universal Orlando Resort and Universal Studios Hollywood are the award-winning parks within the Universal Destinations and Experiences portfolio in the United States where guests can create epic memories with their friends and family. At Universal Orlando Resort, pop culture’s most compelling stories come to life in some of the world’s most exciting and innovative experiences across three theme parks – Universal Studios Florida, Universal’s Islands of Adventure and Universal’s Volcano Bay – eight incredibly-themed hotels and more. Universal Orlando Resort is ramping up for an exciting expansion in 2025 in which they will be adding Universal Epic Universe and 3 additional resort hotels to their family.
It’s the season for Halloween Horror Nights so you can expect to see scary creepy zombies and cemeteries at the contact center! Here’s your chance to visit the inbound omni channel contact center that serves customers for both Universal Orlando Resort and Universal Studios Hollywood. The center has 450 employees with 80 people working from home. Our walk around tour of the facility will include presentations by key members of the team. Hear about the strong team member engagement initiatives that result in high team member satisfaction scores including:
- Compensation review and pay rate program
- Career development workshops
- Resume writing workshops
- Cross training/employee shadowing program
- Constant calendar of fun events
- Crazy activities like managers washing cars and parking lot cookouts
Disney Central (Reservations)*
Don’t miss this opportunity to visit the Disney Central contact center! This center is the largest of the Disney contact centers, handling all communication for Walt Disney World vacations including resort/package bookings and tickets. Discover how leadership is focused on aligning infrastructure and support teams dedicated to driving optimization across the organization. In addition, you will learn about the e-Commerce operations teams, including Sales and Service Chat, consumer internet Help Desk and escalations, and Disney Photo imaging support teams.
Morgan & Morgan, P.A
Morgan & Morgan, P.A. is America’s largest injury law firm, founded over 35 years ago by John Morgan. With more than 1,000 attorneys handling 50+ case types and over $25 billion recovered for our clients, we have the scale and strength to take on any corporation. Our motto, “For the People,” isn’t just a tagline—it’s a guiding principle that drives every interaction, every case, and every call.
At the heart of this mission is our Case Control Center (CCC)—the operational engine behind our client experience. Each year, our CCC handles over 2.6 million inbound calls, 1.1 million outbound calls, and 500,000 chats. These aren’t routine customer service interactions—they’re often moments of crisis, vulnerability, and urgency. Our agents must respond with empathy, clarity, and conviction, reassuring clients that they’ve made the right choice. And they do—our CCC consistently achieves a 95% conversion rate, a testament to the trust we build and the excellence we deliver.
Maintaining excellence at this scale requires more than just process—it demands culture. With over 1,100 agents across two domestic and five near-shore sites, spanning 20+ departments and multiple litigations, our leadership team has cultivated a workplace that balances seriousness with warmth, and high performance with genuine care. Our Orlando headquarters, home to 400 of these agents, is a testament to what’s possible when operational rigor meets human-centered leadership.
We invite you to tour our Orlando CCC and meet the team behind the numbers. See firsthand how we’ve built a culture that thrives under pressure, and discover insights that could elevate your own call center operations.
*Pre-registration is required through the registration system to secure your spot. We do not have a waitlist for site tours. Onsite you may check with our ICMI colleagues the morning of the site tour as a standby. If a seat becomes available, the next person in line from standby would be able to join the tour (please note, site tours are only available for Premier Pass holders only).