The Top 3 Tips to Becoming a Profit Center
Empowering contact center excellence for 30 years!

The Top 3 Tips to Becoming a Profit Center

Date: Available On-Demand

Time: Watch It Now

Presenters: Justin Robbins, Sam Boonin, Kristine Chisholm


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We've done the research and uncovered what it takes to make the leap from cost center to profit center.

Revenue generating or not, most contact centers could be contributing a higher level of value to their organizations than they do today. In fact, over 60% of contact center leaders today believe that the rest of the organization perceives them as a cost center. This overwhelming perception of the contact center as a “necessary evil” is not just detrimental to the contact staff and its customers; it’s widely-held, incorrect logic.

The questions remain: Are all contact centers, revenue generating or not, capable of providing significant value to the organization? Is it possible for all contact centers to be profit centers? What are the mentalities, methodologies, and misconceptions that drive the perceived value of an organization’s contact center(s)?

We’ve asked the questions, done the research, and uncovered what it takes for today’s contact center to make the leap from cost center to profit center.

During this webinar you will learn:

  • The immediate opportunities for your contact center to provide more value to the organization
  • The three fundamental characteristics of profit centers
  • The root cause of the cost center mentality and what you can do to change it
  • Key contact center metrics for measuring your impact as a profit center

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.


Justin Robbins

Community Director, ICMI

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: | |

Sam Boonin

VP of Product & Platform Marketing, Zendesk

Sam leads a team that combines interaction design, product management, and analytics to improve the overall product experience at Zendesk. Sam has spearheaded the creation of the Zendesk Benchmark, which enables support teams to compare their key performance with their Zendesk customer peers across industries, countries, and sizes.

Prior to Zendesk, Sam was VP of Products and Marketing at GoodData, a leading SaaS business intelligence provider. Sam has spent the last fifteen years guiding innovative technologies to market in startups and big companies alike, through product leadership positions at Cisco, Blue Titan Software, AT&T, and Microsoft.

TWITTER: @samboonin

Kristine Chisolm

Kristine Chisholm

Customer Service/Training Administrator, ICMI

Kristine is Customer Service/Training Administrator for ICMI.  She assists with all aspects of the ICMI training business.

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Topics: Metrics, Workforce Management, Site Operations, Strategy & Planning