1. A method for assigning work in a customer support environment, the method comprising the computer-implemented steps of: receiving a customer communication in a first language; translating the customer communication into a second language; calculating a translation score based on a confidence in the translation; obtaining a set of agents, each agent in the set of agents being a person that has a language proficiency in at least one of the first language or the second language and having a proficiency score associated with the language proficiency, and each of the first language and the second language being natural languages; calculating, for each agent, an associated confidence factor based upon the proficiency score for the agent and the translation score; and assigning the customer communication to one of the set of agents based on the associated confidence factor being greater than a predetermined threshold confidence factor.