18. The non-transitory computer-readable medium of claim 16 , wherein the program further instructs the processing element to analyze 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, analyze 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, generate and display on the display 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, and determine each occurrence when the customer's tone of voice value is above a first threshold and determine whether the tone of voice value for the customer service representative increases above a second threshold within a first time period after each occurrence.
18. The non-transitory computer-readable medium of claim 16 , wherein the program further instructs the processing element to analyze 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, analyze 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, generate and display on the display 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, and determine each occurrence when the customer's tone of voice value is above a first threshold and determine whether the tone of voice value for the customer service representative increases above a second threshold within a first time period after each occurrence. 19. The non-transitory computer-readable medium of claim 18 , wherein the program further instructs the processing element to increase the second score for each occurrence when the tone of voice value for the customer service representative does not increase above the second threshold within the first time period, decrease the second score for each occurrence when the tone of voice value for the customer service representative does increase above the second threshold within the first time period, and display on the display the second 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.