Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center

A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for training a customer service representative by analyzing a telephonic communication, the non-transitory computer readable medium:

• a code segment for selecting at least one identifying criteria;
• a code segment for identifying a pre-recorded first telephonic communication corresponding to the selected identifying criteria, the first telephonic communication having first event data associated therewith;
• a code segment for generating coaching assessment data corresponding to the identified pre-recorded first telephonic communication;
• a code segment for identifying a pre-recorded second telephonic communication corresponding to the selected identifying criteria, the second telephonic communication having second event data associated therewith;
• a code segment for separating each of the plurality of first and second telephonic communication into at least first constituent voice data and second constituent voice data prior to the identifying step;
• a code segment for analyzing one of the first and second constituent voice data by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data;
• and,
• a code segment for generating behavioral assessment data corresponding to the analyzed one of the first and second voice data;
• a code segment for comparing the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data;
• and,
• a code segment for generating a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.