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: receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative; converting, via the one or more processors, the data stream to a text stream; generating, via the one or more processors, a representative transcript that includes the words from the text stream that are spoken by the customer service representative; comparing, via the one or more processors, the representative transcript with a plurality of positive words and a plurality of negative words; and 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.
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: receiving, via one or more processors, a digitized data stream corresponding to a spoken conversation between the customer and the customer service representative; converting, via the one or more processors, the data stream to a text stream; generating, via the one or more processors, a representative transcript that includes the words from the text stream that are spoken by the customer service representative; comparing, via the one or more processors, the representative transcript with a plurality of positive words and a plurality of negative words; and 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. 5. The computer-implemented method of claim 1 , 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.