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2022 Site Tours

 Contact Center and CX Site Tours

"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 Premium pass is required for site tours
  • All site tours take place on Tuesday, October 25, 2022, 8:00 AM - 12:00 PM
  • Space is limited and is on a first come, first served basis
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2022 Site Tours


Valencia College

Valencia College

Valencia College, a premier institution within the state's college system, serves Orange and Osceola counties in Central Florida. We will be visiting the contact center located in the West Campus in Orlando. West is best for high-tech programs like engineering, architecture, math and health sciences. Every single incoming call gets routed through the enrollment service center. The center provides customer experience to students and acts as a resource to the community. The college was a federal site for vaccinations with the contact center handling all inquiries. The center also handles blood donation inquiries and other vital communication. Don’t miss the opportunity to visit this small but powerful contact center that receives 700 calls per day.

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Disney Cruise Line and Disney Vacation Club Contact Center Site Tour

Disney Cruise Line & Disney Vacation Club Member Services (Tour is Full)

Disney Cruise Line and Disney Vacation Club are subsidiaries of The Walt Disney Company. Creating magic through unforgettable vacation experiences for Guests and Members is the primary motivation of the dedicated Disney Cruise Line Contact Center and Disney Vacation Club Member Services teams. Year after year, they’ve earned recognition as a leader by not only travel professionals and hospitality industry groups, but—most importantly—by Guests like you.

In this site tour experience, we will be visiting the new 300 seat state of the art facility shared by Disney Cruise Line, Adventures by Disney, National Geographic Expeditions and Disney Vacation Club. The tour will include a visit to their: reservation floor, break rooms, multiple collaboration spaces, training rooms, conference rooms, and coaching rooms. We will get to see culture and technology in action and hear about the hybrid work model. Attendees will engage in Q&A with the leaders throughout the tour. Discover how front-line agents provide an extraordinary experience that’s a dream come true for families. 

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Disney Reservation Contact Center Site Tour

Disney Reservation (Tour is Full)

The Walt Disney World® Resort features four theme parks — the Magic Kingdom® Park, Epcot®, Disney's Hollywood Studios™, and Disney's Animal Kingdom® Theme Park. More than 20 resort hotels are on-site, offering several thousand rooms of themed accommodations. The nearly 40-square-miles of the Walt Disney World® Resort also feature two water parks, Disney's Blizzard Beach Water Park and Disney's Typhoon Lagoon Water Park; the Downtown Disney® Area, a daytime and nighttime shopping and entertainment complex; two full-service spas; and recreational facilities including championship golf courses and a 200-acre sports complex.

Don’t miss this opportunity to visit the travel operations contact center. This center is the largest of our Disney site tours, 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 call center optimization across the organization. In addition, we will hear about the e-Commerce operations teams including sales & service chat, consumer internet help desk & escalations, and Disney photo imaging support teams.

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Universal Orlando Contact Center

Universal Orlando Contact Center (Tour is Full)

Universal Orlando Resort and Universal Studios Hollywood are the award-winning Universal theme parks 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. 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

 Plus, we will hear how the center partners with Lighthouse Works to create jobs for 25 visually impaired people that now handle dining reservations.

Sign up for all the “gory” details to attend the contact center for the award-winning theme park and entertainment resort complex.

Universal Parks & Resorts, a division of Comcast's NBCUniversal

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