1. A method for facilitating a workflow using a workflow template in a call center, comprising the steps of: providing a first workflow template associated with a workflow item, wherein the first workflow template includes data and scripts for rendering the workflow template and one or more routing rules and one or more trigger points defined for said workflow item, wherein said each trigger point specifies an action to be taken with respect to said workflow item, including routing and supervisor intervention, wherein said one or more routing rules include a workgroup-related threshold that triggers a routing action to be taken with respect to the workgroup, and an agent-related threshold that triggers a routing action to be taken with respect to the agent; linking said first workflow template to a project of an interaction type, wherein the interaction type is one of a phone, web callback, email, and chat, wherein the linking is performed by receiving, via a manager application, a first selection of a project template defining the interaction type from a predefined dropdown list of project templates, wherein the first selection generates a second dropdown list of one or more workflow templates including the first workflow template, and a third dropdown list of one or more additional workflow templates, receiving a second selection of the first workflow template from the second dropdown list, receiving a third selection of a third workflow template from the third dropdown list, receiving a selection of an entry and exit points for each of the workflow templates selected in the second and third selections, and storing attributes of each of the project template and workflow templates selected in the first, second and third selections and attributes of the entry and exit points, wherein each attribute is linked to at least one of a plurality of scripts used to generate logic flows for the project; routing said workflow item according to the one or more routing rules as defined in the first workflow template, via a server running on one or more microprocessors, to at least one of an agent and a knowledge worker; and receiving a score via a survey of a supervisor and the score being based on a key performance indicator (KPI) library linked to the workflow template selected in the second or third selection and selected from a KPI dropdown list associated with said at least one of an agent and a knowledge worker based on the agent's or the knowledge worker's handling of said workflow item associated with the first workflow template in the project, wherein one or more scoring values are stored in a database and are used for subsequent routing decisions.
16. The method of claim 1 further comprising the step of allowing one or more customers to provide their input on KPI measures based on their interaction with at least one of an agent and a knowledge worker, wherein such input is further used to dynamically route at least one of a current interaction and subsequent interactions.