On Today’s episode we have Steve Richard, the Chief Evangelist and Co-founder of Execvision, to discuss the importance of call recordings and why this ought to be incorporated into customer support. Plenty of people thought the phone, or calling in to companies for customer support would die out, but if anything, especially with the pandemic over the last year, customer phone calls have increased and this continues to be a necessary tool for companies to have in order to work with their customers.

What Steve does at Execvision 0:45
Why call recordings matter 1:58
Predicting email would die out 6:54
How people are using the data to change 12:17
Scorecard/best practices on collecting data 16:34

“So I think there’s a lot that now companies are able to do that technology has improved, but they can take thousands, millions of calls, do their analysis on it, and actually make business decisions and those business decisions aren’t limited to the enablement of the agent. It’s change in policy, change in product, change in marketing offers. That richness of data is something that’s now available to the business at large.” 11:14

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