1. An integrated process for optimizing operations at a contact center, the method comprising the steps of: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of agent-customer interactions; measuring performance of an agent on at least a portion of the agent-customer interactions to produce a set of quality metrics for the agent; analyzing the quality metrics to produce a rating of the measured interactions; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the at least one campaign.