Tom Vander Well on the Storylines Live Podcast

Show Notes:

Most companies hear customer pain too late, or not at all. Tom Vander Well has spent 30+ years listening to more than 100,000 recorded business calls, and he reveals what those conversations expose about leadership, service, trust, and the hidden reasons customers stay, leave, or complain.

As CEO of Intelligentics and author of the Amazon bestseller This Call May Be Monitored, Tom shares how ordinary phone calls become extraordinary sources of truth when you know how to use them. He explains why frontline agents often see the real problems first, why executives get insulated from customer pain, and why the companies that treat call monitoring as a strategic discipline win long term. In this episode, you’ll learn:

Why the best customer insights live in the "moment of truth" on recorded calls
How a new SVP changed an entire service culture by training as a frontline rep and answering phones himself
Why many companies record calls but never actually listen to them
How layers between the contact center and the C-suite hide the truth from decision makers
What Tom's "man in the middle" role teaches about communication, leadership, and accountability

This episode proves why story matters just as much as data, and why the most meaningful business lessons are often hiding in plain sight. If you lead a team, manage customer experience, or want to know what your business sounds like when no one thinks anyone is paying attention, tune in now!

Tom Vander Well of Intelligentics