Workflow management in contact centers

A method, system and computer program product are provided for monitoring a communication session in a contact center. An agent follows a structured workflow while handling the communications session, and trigger events are defined which are associated with significant steps in the workflow other than (or additional to) the connection and disconnection of the agent with the session. When a trigger event is detected indicating that the agent has reached a predefined significant step in the workflow, an event notification issues to another system of the contact center, such as a statistics package, or a supervisor workstation, or an event aggregator which receives such notifications from many agent stations. In a preferred embodiment, these event notifications are used by an automated outbound dialler to more accurately predict the time to the end of a communications session, thereby providing a better outbound dialling algorithm.