“This call may be monitored and recorded for record-keeping, training and quality-assurance purposes,” is a message that probably all of us have heard before when calling a contact center. But once an agent answers the phone, we immediately forget that we are being recorded, after all, we will most likely never hear that call recording. For the Contact Center, on the other hand, that recording is extremely useful. It allows business to collect and analyze a set of data that enables them to improve and optimize their service. However, there is much more to call recording than the eyes can meet. Steve Kaiser, Co-founder and CEO of OrecX Open Source Recording, shows us that it is not only a great feature available thanks to Business VoIP and the Cloud, but a powerful tool to boost your business. Why do businesses use call recording? Businesses are aware that nowadays customer experience…