2. The computer-implemented method of claim 1 , further comprising: receiving, via one or more processors, a digitized data stream corresponding to the oral conversation between the customer and the customer service representative; and converting, via the one or more processors, the data stream to a text stream.
2. The computer-implemented method of claim 1 , further comprising: receiving, via one or more processors, a digitized data stream corresponding to the oral conversation between the customer and the customer service representative; and converting, via the one or more processors, the data stream to a text stream. 4. The computer-implemented method of claim 2 , further comprising: 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 the display, via the one or more processors, a second 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 a customer interaction.