3. The computer-implemented method of claim 1 , wherein the text stream is derived from a digitized data stream corresponding to the oral conversation between the customer and the customer service representative.
1. A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer, the computer-implemented method comprising: comparing, via one or more processors, a customer service representative transcript that includes words which are spoken by the customer service representative during an oral conversation between the customer service representative and the customer with a plurality of positive words and a plurality of negative words; generating and displaying on a display, via the one or more processors, a first score that varies according to the occurrence of each word spoken by the customer service representative that matches one of the positive words and the occurrence of each word spoken by the customer service representative that matches one of the negative words to facilitate an objective evaluation of the customer interaction; generating, via the one or more processors, a plurality of voice prints, each voice print derived from one of a plurality of periods of time during the conversation; comparing, via the one or more processors, each voice print with a voice print of the customer service representative to determine an identity of the voice print; indicating, via the one or more processors, a first set of voice prints that are associated with the customer service representative and a second set of voice prints that are associated with the customer; matching, via the one or more processors, the first set of voice prints with words from a text stream that are spoken by the customer service representative; and displaying, via the one or more processors, on the display a list of words from the customer service representative transcript that match one or more positive words, and a list of words from the customer service representative transcript that match one or more negative words.