1. A method for categorizing interactions in a call center of an organization, comprising: capturing at least one vocal interaction and at least one non-vocal interaction, using logging or capturing devices; retrieving at least one first word from the at least one vocal interaction; retrieving at least one second word from the at least one non-vocal interaction; assigning the at least one vocal interaction into a first category using the at least one first word; assigning the at least one non-vocal interaction into a second category using the at least one second word; and associating the first category and the second category into a multi-channel category, thus aggregating the at least one vocal interaction and the at least one non-vocal interaction.