13. The system of claim 11 , wherein the total number for the occurrences of the keyword or the keyphrase over the time period comprises a number of the individual communications in which occurrences of the keyword or the keyphrase found in the communications over the time period for a predetermined number of different agents at the contact center.
11. A system for identifying a training topic for at least one agent at a contact center, the system comprising: at least one computer processor configured to: perform an analysis on an aggregate of communications conducted between the multiple agents at the contact center and multiple contact parties over a time period, the analysis comprising identifying occurrences of a keyword or a keyphrase found in individual communications of the aggregate communications conducted between the multiple agents and the multiple contact parties; and in response to a total number of the occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold set for the aggregate of communications: determine a pattern for the individual communications in which occurrences of the keyword or the keyphrase are found, the pattern identifying one or more popular resolutions introduced by agents during the individual communications in which occurrences of the keyword or the keyphrase are found; and identify the training topic based on the pattern, wherein the training topic is associated with at least one of the one or more popular resolutions introduced by the agents during the individual communications in which occurrences of the keyword or the keyphrase are found, and the at least one of the one or more popular resolutions is a resolution offered more often last during the individual communications in which occurrences of the keyword or the keyphrase were found.