Day One - Site Tour Experience Day: Monday, June 24, 2019

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

SITE TOUR EXPERIENCE ONE (25 cap)

8:30 am - 4:00 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 TWO (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 THREE (25 cap)

11:00 am - 4:15 pm T-Mobile Arena & Zappos
10:45 AM - 4:15 PM
Schedule
10:45 Check-In
11:00 Depart for Tours
11:15 Check-In at T-Mobile Arena
11:30 T-Mobile Tour
(lunch provided at T-Mobile)
1:30 Transportation Time
1:45 Check-In at Zappos
2:00 Zappos Tour
3:00 Presentation and Q&A
4:00 Return to The Mirage
4:15 Arrive at The Mirage

T-Mobile Arena
Kayla Hart, Manager, Entertainment Event Sales, T-Mobile Arena

Let us take you on a behind-the-scenes tour of some of the most restricted locations in T-Mobile Arena where you'll learn astonishing facts about the arena and hear stories about various headliners who have taken the stage. It's where an NHL expansion team, the Vegas Golden Knights, played in the Stanley Cup Final in their first year and where Las Vegas hosts some of the most iconic sporting and concert events in the world. Stops on the tour may include luxury suites, Hyde Lounge, Press Ledge, Video Control Room, dressing rooms, and visiting team locker rooms.  We will conclude the tour with a presentation and Q&A with some of the arena’s leading experience leaders. Don't miss your chance to get backstage access and join us for an exclusive tour.

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.

SITE TOUR EXPERIENCE FOUR (25 cap)

12:00 pm - 5:15 pm GES & Zappos
11:45 AM - 5:15 PM
Schedule
11:45 Check-In
12:00 Depart for Tours
12:15 Check in at GES
12:30 GES Tour
(lunch provided at GES)
2:30 Transportation Time
2:45 Check-In at Zappos
3:00 Presentation and Q&A
4:00 Zappos Tour
5:00 Return to The Mirage
5:15 Arrive at The Mirage

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.

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.

SITE TOUR EXPERIENCE FIVE (25 cap)

8:30 am - 4:15 pm Windham Professionals, T-Mobile Arena & TTEC
8:15 AM - 4:15 PM
Schedule
8:15 Check-In/Breakfast
8:30 Depart for Tours
8:45 Check-In at Windham
9:00 Windham Tour
11:00 Transportation Time
11:15 Check-In at T-Mobile
(lunch provided at T-Mobile)
11:30 T-Mobile Tour
1:30 Transportation Time
1:45 Check-In at TTEC
2:00 TTEC Tour
4:00 Return to The Mirage
4:15 Return to The Mirage

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.

T-Mobile Arena
Kayla Hart, Manager, Entertainment Event Sales, T-Mobile Arena

Let us take you on a behind-the-scenes tour of some of the most restricted locations in T-Mobile Arena where you'll learn astonishing facts about the arena and hear stories about various headliners who have taken the stage. It's where an NHL expansion team, the Vegas Golden Knights, played in the Stanley Cup Final in their first year and where Las Vegas hosts some of the most iconic sporting and concert events in the world. Stops on the tour may include luxury suites, Hyde Lounge, Press Ledge, Video Control Room, dressing rooms, and visiting team locker rooms. We will conclude the tour with a presentation and Q&A with some of the arena’s leading experience leaders. Don't miss your chance to get backstage access and join us for an exclusive tour.

TTEC
Steve Pollema, Executive Vice President, TTEC Digital
Judi Hand, Chief Revenue Officer, TTEC

Discover the TTEC Experience Firsthand
Join us for an exclusive, behind the scenes tour of our Las Vegas center. Discover how to make CX easier, more personal, and completely seamless with our latest high-tech, user-friendly solutions including: AI Bots, AI Enhanced Training, Journey Orchestration, Omnichannel Platform. 


SITE TOUR EXPERIENCE SIX (50 cap)

8:30 am - 4:15 pm Sitel, T-Mobile Arena & TTEC
8:15 AM - 4:15 PM
Schedule
8:15 Check-In/Breakfast
8:30 Depart for Tours
8:45 Check-In at Sitel
9:00 Sitel Tour
11:00 Transportation Time
11:15 Check-In at T-Mobile
(lunch provided at T-Mobile)
11:30 T-Mobile Tour
1:30 Transportation Time
1:45 Check-In at TTEC
2:00 TTEC Tour
4:00 Return to The Mirage
4:15 Arrive at The Mirage

Sitel

T-Mobile Arena
Kayla Hart, Manager, Entertainment Event Sales, T-Mobile Arena

Let us take you on a behind-the-scenes tour of some of the most restricted locations in T-Mobile Arena where you'll learn astonishing facts about the arena and hear stories about various headliners who have taken the stage. It's where an NHL expansion team, the Vegas Golden Knights, played in the Stanley Cup Final in their first year and where Las Vegas hosts some of the most iconic sporting and concert events in the world. Stops on the tour may include luxury suites, Hyde Lounge, Press Ledge, Video Control Room, dressing rooms, and visiting team locker rooms.  We will conclude the tour with a presentation and Q&A with some of the arena’s leading experience leaders. Don't miss your chance to get backstage access and join us for an exclusive tour.

TTEC
Steve Pollema, Executive Vice President, TTEC Digital
Judi Hand, Chief Revenue Officer, TTEC

Discover the TTEC Experience Firsthand
Join us for an exclusive, behind the scenes tour of our Las Vegas center. Discover how to make CX easier, more personal, and completely seamless with our latest high-tech, user-friendly solutions including: AI Bots, AI Enhanced Training, Journey Orchestration, Omnichannel Platform. 




SITE TOUR EXPERIENCE SEVEN (50 cap)

8:30 am - 4:15 pm TTEC, T-Mobile Arena & Sitel
8:15 AM - 4:15 PM
Schedule
8:15 Check-In/Breakfast
8:30 Depart for Tours
8:45 Check-In at TTEC
9:00 TTEC Tour 
11:00 Transportation Time
11:15 Check-In at T-Mobile 
(lunch provided at T-Mobile)
11:30 T-Mobile Tour
1:30 Transportation Time
1:45 Check-In at Sitel
2:00 Sitel Tour
4:00 Return to The Mirage
4:15 Arrive at The Mirage

TTEC
Steve Pollema, Executive Vice President, TTEC Digital
Judi Hand, Chief Revenue Officer, TTEC

Discover the TTEC Experience Firsthand
Join us for an exclusive, behind the scenes tour of our Las Vegas center. Discover how to make CX easier, more personal, and completely seamless with our latest high-tech, user-friendly solutions including: AI Bots, AI Enhanced Training, Journey Orchestration, Omnichannel Platform. 

T-Mobile Arena
Kayla Hart, Manager, Entertainment Event Sales, T-Mobile Arena

Let us take you on a behind-the-scenes tour of some of the most restricted locations in T-Mobile Arena where you'll learn astonishing facts about the arena and hear stories about various headliners who have taken the stage. It's where an NHL expansion team, the Vegas Golden Knights, played in the Stanley Cup Final in their first year and where Las Vegas hosts some of the most iconic sporting and concert events in the world. Stops on the tour may include luxury suites, Hyde Lounge, Press Ledge, Video Control Room, dressing rooms, and visiting team locker rooms.  We will conclude the tour with a presentation and Q&A with some of the arena’s leading experience leaders. Don't miss your chance to get backstage access and join us for an exclusive tour.

Sitel




5:30 pm - 8:30 pm Alorica Welcome Party @ APEX Lounge