Abstract: A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data.

Abstract: A computer program for analyzing a telephone call between a customer and a call center is provided. The computer program comprises a code segment for analyzing a telephonic communication by applying a pre-determined retention attrition criteria to the telephonic communication to calculate an attrition probability, a code segment for receiving customer value data associated with the customer, a code segment for comparing the attrition probability with the customer value data, and a code segment for generating a retention strategy based on comparing the attrition probability with the customer value data.

Abstract: A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into first and second constituent voice data. One of the first and second constituent voice data is analyzed. The analysis consist of translating one the constituent voice data into a text format and applying a predetermined linguistic-based psychological behavioral model to the translated voice data. In applying the behavioral model, the translated voice data is mined, and behavioral signifiers associated with the psychological behavioral model are identified in the voice data. The behavioral signifiers are automatically associated with at least one of a plurality of personality types associated with the psychological behavioral model. Behavioral assessment data is generated which corresponds to the analyzed voice data.