Reimagining the contact center
Reimagining the Contact Center tackles both tactical and visionary topics like intelligent automation, agent engagement, transformative AI technology, the evolving landscape of compliance, consumer-driven analytics, and much more.
Featured guests from across the industry
Latest episode · Capacity
The Decade of the Agent
David Karandish
Founder & CEO, Capacity
This week, Marc Bernstein sits down with David Karandish, Founder and CEO of Capacity, for a conversation that stretches beyond tech stacks and into the future of how humans and systems work together.
More episodes
Conversations with the operators and builders reshaping the contact center.
EP 61
Beware of Artificial Incompetence
Shep Hyken
Customer experience author & speaker
Rime · EP 60
From Vocal Cords to Code
Lily Clifford
Founder & CEO, Rime
8x8 · EP 59
Build AI That Backs Your Team
Sam Wilson
CEO, 8x8
Pinkfish · EP 58
The New Rules of AI Fluency
Charanya "CK" Kannan
CEO & Co-founder, Pinkfish
Phonely · EP 57
Engineering the Perfect Voice Agent
Will Bodewes
CEO, Phonely
Verint · EP 55
An AI Outcomes Company
Daniel Ziv
VP, Experience Management & Analytics, Verint
Your host
Marc Bernstein
Founder & CEO of Balto
Each episode, Marc sits down with the people rethinking the contact center, for candid, practical conversations about what's actually working today and what's coming next.