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

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

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