Workforce Management, 2013, Grainger  - This project involved a transition from inbound calls being routed directly to the branch location that was dialed to choosing the next available agent, regardless of their location. Significant mapping of customer-specific service parameters and account information was required, as well as training and changes to technology, scheduling, ergonomics, and monitoring. Personnel were also relocated, resulting in an unprecedentedly disruptive continuous improvement project for the organization.