"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 Standard + Workshop + Site Tour Pass is required for site tours
- All site tours take place on Tuesday, October 22, 2024, 8:00 AM - 11:30 AM
- Space is limited and is on a first come, first served basis
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2024 Site Tours
Lighthouse Works*
What if your contact center had less than 10% attrition? What if many of your agents had college degrees or previously owned businesses? What if your agents were naturally empathetic listeners?
Lighthouse Works, a social enterprise BPO contact center, has all these attributes and more and will show you how to take your customer experience to the next level by starting with your people. Through custom software development, the Lighthouse Works team can make any digital platform accessible to blind and visually impaired individuals, helping to flip the script on traditional contact center problems and create a unique value proposition in the marketplace. While they’re elevating the customer experience, this organization raises sustainable funds to provide crucial programs and services to individuals of all ages who are blind or visually impaired. This year’s ICMI tour experience will open your mind to a different way of approaching contact center services and show you how this social enterprise is changing the game for customers around the world.
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Disney Cruise Line & Disney Vacation Club Member Services*
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.
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
Orlando City Soccer Club*
Looking for a different type of Orlando experience? Explore the exhilarating world of soccer with an exclusive tour of a state-of-the-art soccer stadium. This soccer stadium is home to Orlando City of the Major League Soccer (MLS) and the Orlando Pride of the National Women’s Soccer League (NWSL). Your journey begins with insights on how Orlando City Soccer Club (SC) creates a premium, distinctive, on-brand year-round experience for season ticket holders and how they strive to create value for their members that exceeds expectations. Orlando City SC strives to deliver best in class service and unique experiences that build customer loyalty.
You’ll get a private tour of the iconic stadium’s facilities. See the behind-the-scenes operations, from the players’ locker room, to the press room, to the dressing room, and even a visit to the soccer field sideline. Whether you’re a die-hard soccer fan or simply curious about the world of sports, this tour will provide you with an unforgettable experience.
Note: This is a customer experience tour, not a contact center tour
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.
*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 Standard + Workshop + Site Tour Pass holders only).