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*summer PROMO extended -- ENDS 9/30

June 22 - 26, 2020 | Caesars Forum

Day Five - Site Tour Experience Day: Friday, June 28, 2019

8:00 am - 8:30 am Site Tour Experience Day Check-In/Breakfast Opens

SITE TOUR EXPERIENCE EIGHT (25 cap)

8:30 am - 1:45 pm Zappos & Windham Professionals
8:00 AM - 1:45 PM
Schedule
8:00 Check-In/Breakfast
8:30 Depart for Tours
8:45 Check-In at Zappos
9:00 Zappos Tour
10:00 Presentation and Q&A
11:00 Transportation Time
11:15 Check-In at Windham
(lunch provided at Windham)
11:30 Windham Tour
1:30 Return to The Mirage
1:45 Arrive at The Mirage

Zappos
Erica Javellana, Speaker of the House, Zappos Insights

Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from Zappos Insights leader. Note that the tour does not include a walk through of the Zappos contact center, though many contact center topics will be addressed as part of the tour.

Windham Professionals
Cathy Cassels, Senior Director of Operations, Windham Professionals
Andrew Bowman, Director of Operations, Windham Professionals
Dave Lubets, Executive Vice President of Sales and Operations, Windham Professionals

Windham Professionals is an award-winning, U.S.-based call center and accounts receivable management company. Built from 36 years of experience, Windham’s data-driven processes and customizable solutions offer innovative ways to maximize financial performance while strengthening customer relationships. With an unwavering focus on customer-centricity, Windham leverages its nationally recognized training program and a suite of industry-leading tools to optimize every customer interaction while reducing costs and increasing efficiency. Conveniently located just off the strip, Windham’s Las Vegas office offers a boutique call center experience for its clients where high-quality performance is always #1. From client-specific training programs to brand colors draped from the ceiling, experience for yourself how Windham immerses its agents in their clients’ brands, making them feel like a true extension of its clients’ internal teams. Don’t miss the opportunity to meet some of Windham’s most successful call center teams and experience a call center that doesn’t feel like your average call center. Join us to learn about Windham’s forward-thinking analytical approach to call center management and how they create programs tailored for their clients and their customers.

SITE TOUR EXPERIENCE NINE (25 cap)

9:30 am - 2:45 pm Zappos & GES
9:15 AM - 2:45 PM
Schedule
9:15 Check-In/Breakfast
9:30 Depart for Tours
9:45 Check-In at Zappos
10:00 Presentation and Q&A
11:00 Zappos Tour
12:00 Transportation Time
12:15 Check-In at GES
(lunch provided at GES)
12:30 GES Tour
2:30 Return to The Mirage
2:45 Arrive at The Mirage

Zappos
Erica Javellana, Speaker of the House, Zappos Insights

Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from Zappos Insights leader. Note that the tour does not include a walk through of the Zappos contact center, though many contact center topics will be addressed as part of the tour.

GES
Linda Chandler, National Service Center Resolutions Manager, GES
Shelia Glenn, Manager of National Service Center, GES
Carolynn Repie, Sales Executive, GES

We are off to visit the contact center of a global live event, full service provider. GES has the largest global footprint in the industry and covers clients’ most critical event needs including strategy, design, execution, logistics, AV, event accommodations and more. We will visit their award winning, J.D. Power certified National Servicenter that employs 100+ service professionals. It’s located here in Las Vegas at GES’ flagship operation at 7000 Lindell Road. We will see firsthand how their passionate employees deliver unparalleled service and consistent execution of experiences that excite and engage.

SITE TOUR EXPERIENCE TEN (25 cap)

9:30 am - 2:45 pm Sitel & American Family Insurance
8:15 AM - 1:45 PM
Schedule Detail
9:15 Check-In/Breakfast
9:30 Depart for Tours
9:45 Check-In at Sitel
10:00 Sitel Tour
12:00 Transportation Time
12:15 Check-In at American Family Insurance
(lunch provided at American Family Insurance)
12:30 American Family Insurance Tour
2:30 Return to The Mirage
2:45 Arrive at The Mirage

Sitel

American Family Insurance
Hilary Bauman, Lean Customer Value Consultant, American Family Insurance
Vince Salvione, Sales Director, American Family Insurance
Jennifer Landes, Sales Planning Manager, American Family Insurance
Tanika Capers, Litigation Attorney, American Family Insurance

American Family Insurance, also abbreviated as AmFam, is an American private mutual company that focuses on property, casualty and auto insurance, and also offers commercial, life, and specialty coverage. For over 90 years, AmFam has set the vision to be the most trusted and valued customer-driven insurance company. Tour participants will take a journey into the heart of our company’s operations and explore how AmFam’s Legal and Sales divisions have been able to inspire, protect and restore dreams. During your time at American Family Insurance, you will get to experience hands on how Lean methodology and tools including Visual Management, Huddles, Performance Boards, and Standard Work have helped our company to reduce waste and increase the value we provide to our customers. 

5:00 pm - 5:00 pm CCW Concludes