A relationship call center management system and method is used in a call center
by a call center manager or supervisor. The relationship management system and
method permits call center resources to be grouped into relationship profiles.
A relationship key field corresponding to the relationship profiles is then used
to organize and display statistics within the call center. A strategy and action
management system and method permits the user to build customized actions and to
create strategy profiles including one or more user-defined goal thresholds and
assigned actions to take place when the goal thresholds are met. A statistics display
system presents the call center statistics in different user-defined views, for
example, corresponding to one of the relationship profiles. The statistics display
system also monitors the statistics and provides an indication to the user when
the user-defined goal thresholds have not been met.