23. The method of claim 1 , further comprising identifying at least one instance of non-compliance with the script, wherein the agent did not adequately follow the script during at least one given interaction.
23. The method of claim 1 , further comprising identifying at least one instance of non-compliance with the script, wherein the agent did not adequately follow the script during at least one given interaction. 31. The method of claim 23 , further comprising directing the agent to remedial materials related to improving performance of the agent.