This Call May Be Monitored: What 100,000 Conversations Reveal About Trust, Leadership, and Life
Podcasts > I Am Refocused Radio Show
Sunday, July 12, 2026
After analyzing more than 100,000 recorded business calls, Tom discovered that customer interactions are rarely just about products, policies, or solving problems. They reveal fear, trust, frustration, loneliness, leadership, and the deep human need to feel heard.
In this insightful conversation, Tom joins I Am Refocused Radio to discuss what corporate America taught him about human behavior, how trust is built or broken in a matter of moments, and why listening may be one of the most powerful leadership skills we can develop.
We also explore the lessons behind his bestselling book, This Call May Be Monitored, his journey as an author, speaker, storyteller, and faith-driven creator, and how better conversations can transform businesses, relationships, and everyday life.
