Joe, a call center supervisor, sits at his computer to analyze his team\u2019s productivity from the previous day. His records show that Bob had several customer contacts that resulted in arguments. Wouldn\u2019t it be great if Joe could zero in on the heated moments of those conversations to learn what went wrong?A new trend in CRM software could make that possible. Replay Studio from Eyretel, a CRM solutions developer based in Calverton, Md., is one such product that records all of a call center\u2019s calls (as opposed to random monitoring and recording) for later review and analysis. The software also provides visual graphs of voice recordings. In the example above, color-coded voice graphs let Joe see the exact point in the conversation when Bob and the customer were talking at once?typically indicating an argument. Joe can then click on the area prior to the argument and hear how it started. Louisville, Ky.-based HCA Inc. NPAS, which provides billing, customer service and accounts receivable management for HCA\u2019s hospitals worldwide, has been using Eyretel\u2019s Replay Studio for several months. HCA\u2019s CEO Curtis Warfield says that the 100 percent recording and graphic depiction of conversations has improved his company\u2019s interactions by enabling supervisors to pinpoint the company\u2019s deficiencies and take appropriate action, such as employee retraining or recontacting disgruntled customers. Warfield adds that prior to installing Eyretel\u2019s products, HCA had "subpar customer service; we had bad relationships with hospitals and patients." The company has improved its image within the company as well as with its patients since it began using the call recording system. "People love it," he says. AT&T Long Distance and Equiserv are also implementing the Eyretel product. Other vendors, such as Nice Systems and Comverse Infosys, offer similar products. The goal for this CRM niche is to record and graph conversations in real-time, so supervisor interventions can occur in real-time as well. Bob, our hypothetical customer service person, may not appreciate that feature, but you can bet the customer on the other end of the phone would.