No one offers the best variety of off-site tours than Contact Center Expo. Time and again, attendees have exclaimed that site tours are the perfect complement to their conference experience. We’re certain you’ll agree!
*All-access or PRO pass required for site tours.
"The 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 AM1: Carnival Cruise Lines
Carnival Cruise Line, part of Carnival Corporation & plc (NYSE/LSE: CCL; NYSE: CUK), is "The World's Most Popular Cruise Line®" with 26 ships operating three- to 24-day voyages to The Bahamas, Caribbean, Mexican Riviera, Alaska, Hawaii, Canada, New England, Bermuda, Cuba, Europe, Australia, New Zealand, the Pacific Islands and Southeast Asia. The line currently has three new ships scheduled for delivery – Carnival Panorama™ in 2019, Mardi Gras in 2020 and an as-yet-unnamed ship in 2022.
City Furniture is a Florida based retailer on a mission to change the way people live with beautiful home furnishings at incredible value. Style, value and service are at the core of everything they do, and with over 34 showrooms across the state and an expansive e-commerce site, they're constantly evolving to bring their customers the very best. Their team is comprised of over 130 remote and onsite agents and recent technology investments and strategies are focused on self service solutions to reduce call volume, agent UI optimizations in Salesforce to reduce AHT and increase productivity by creating a competitive team based production scoreboard. On this tour, the team will also discuss new hire training redesign that supports remote and onsite agents to allow for rapid growth without office expansion.
TOUR AM3: Social Media Command Center Tour
This tour will provide you with a behind the scenes look at how NexGen Agency's team manages the social engagement for multiple brands including Planet Fitness, Helzberg Diamonds and all of the brands under Sound United. This 20,000 square foot facility includes over 150 workstations, training rooms, product labs, onsite café and a social media command center. The center is staffed with over 30 strategists who monitor in real-time, the social media channels including Twitter, Facebook, Instagram and all channel support for their clients. You will see how the strategists are able to respond with the brand voice as they monitor the accounts with a wall of monitors.
TOUR AM4: Hard Rock Stadium
Hard Rock Stadium is home to the Miami Dolphins, University of Miami, the Miami Open and host of the 2020 Super Bowl. This tour will take you through the stadium where you can see the array of customer experiences as well as learn firsthand how the Hard Rock Stadium team delivers exceptional service from the Guest Relations team as well as the Membership Experience team.
TOUR AM5: Amazon Fulfillment Center
Did you know that Disney studied Amazon fulfillment to reshape the way they serve their theme park guests? Now you can, too! Amazon's lightning-fast fulfillment and delivery systems drastically changed how long consumers were willing to wait to be served. In this fascinating tour you'll get a first-hand look at how Amazon gets your packages to you so quickly at their newly built 855,000 SF (about the size of 14 football fields) Opa Locka robotic fulfillment center. With over 1500 employees this state of the art facility offers insight into how streamlining the delivery process improves the overall experience for their customers.
Monday Afternoon Tours (choose one): 1:00 PM - 4:30 PM
TOUR PM1: Carnival Cruise LInes
Carnival Cruise Line, part of Carnival Corporation & plc (NYSE/LSE: CCL; NYSE: CUK), is "The World's Most Popular Cruise Line®" with 26 ships operating three- to 24-day voyages to The Bahamas, Caribbean, Mexican Riviera, Alaska, Hawaii, Canada, New England, Bermuda, Cuba, Europe, Australia, New Zealand, the Pacific Islands and Southeast Asia. The line currently has three new ships scheduled for delivery – Carnival Panorama™ in 2019, Mardi Gras in 2020 and an as-yet-unnamed ship in 2022.
City Furniture is a Florida based retailer on a mission to change the way people live with beautiful home furnishings at incredible value. Style, value and service are at the core of everything they do, and with over 34 showrooms across the state and an expansive e-commerce site, they're constantly evolving to bring their customers the very best. Their team is comprised of over 130 remote and onsite agents and recent technology investments and strategies are focused on self service solutions to reduce call volume, agent UI optimizations in Salesforce to reduce AHT and increase productivity by creating a competitive team based production scoreboard. On this tour, the team will also discuss new hire training redesign that supports remote and onsite agents to allow for rapid growth without office expansion.
TOUR PM3: Social Media Command Center Tour
This tour will provide you with a behind the scenes look at how NexGen Agency's team manages the social engagement for multiple brands including Planet Fitness, Helzberg Diamonds and all of the brands under Sound United. This 20,000 square foot facility includes over 150 workstations, training rooms, product labs, onsite café and a social media command center. The center is staffed with over 30 strategists who monitor in real-time, the social media channels including Twitter, Facebook, Instagram and all channel support for their clients. You will see how the strategists are able to respond with the brand voice as the monitor they accounts with a wall of monitors.
TOUR PM4: Hard Rock Stadium
Hard Rock Stadium is home to the Miami Dolphins, University of Miami, the Miami Open and host of the 2020 Super Bowl. This tour will take you through the stadium where you can see the array of customer experiences as well as learn firsthand how the Hard Rock Stadium team delivers exceptional service from the Guest Relations team as well as the Membership Experience team.
TOUR PM5: Amazon Fulfillment Center
Did you know that Disney studied Amazon fulfillment to reshape the way they serve their theme park guests? Now you can, too! Amazon's lightning-fast fulfillment and delivery systems drastically changed how long consumers were willing to wait to be served. In this fascinating tour you'll get a first-hand look at how Amazon gets your packages to you so quickly at their newly built 855,000 SF (about the size of 14 football fields) Opa Locka robotic fulfillment center. With over 1500 employees this state of the art facility offers insight into how streamlining the delivery process improves the overall experience for their customers.