12. 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: receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative; analyzing, via the one or more processors, the data stream to determine a plurality of tone of voice values for the customer service representative, each tone of voice value derived from one of a plurality of periods of time during the conversation; analyzing, via the one or more processors, the data stream to determine a plurality of tone of voice values for the customer, each tone of voice value derived from one of a plurality of periods of time during the conversation; and generating and displaying on a display, via the one or more processors, a first score that varies according to whether the customer service representative changed his tone of voice in response to a change in tone of voice of the customer to facilitate the objective evaluation of the customer interaction.
12. 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: receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative; analyzing, via the one or more processors, the data stream to determine a plurality of tone of voice values for the customer service representative, each tone of voice value derived from one of a plurality of periods of time during the conversation; analyzing, via the one or more processors, the data stream to determine a plurality of tone of voice values for the customer, each tone of voice value derived from one of a plurality of periods of time during the conversation; and generating and displaying on a display, via the one or more processors, a first score that varies according to whether the customer service representative changed his tone of voice in response to a change in tone of voice of the customer to facilitate the objective evaluation of the customer interaction. 15. The computer-implemented method of claim 12 , further comprising, via the one or more processors, displaying on the display the first score and a list of occurrences when the customer service representative changed his tone of voice in response to a change in tone of voice of the customer.