Reimagining The Contact Center - with Marc Bernstein

About Reimagining The Contact Center - with Marc Bernstein

Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.

Publisher

Marc Bernstein

Category

business

Language

en

Explicit

No

First episode

6 Nov 2020

Latest episode

14 Jul 2025

Latest episodes

62 episodes in the feed.

1. 

   14 Jul 2025

   #62 - Capacity: The Decade of the Agent

   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. From the outdated CRM to the rise of “systems of engagement,” Marc and David unpack why the traditional software hierarchy is being flipped—and how AI copilots are becoming essential teammates, not replacements. They explore what it takes to design tech that aligns with how people actually get work done, the role of smart automation in the “Decade of the Agent,” and the real story behind the latest M&A movement in contact centers. Whether you’re thinking about how to structure your tools or your team, this episode is a masterclass in strategic clarity. Timestamps: 00:00 Introduction 01:24 Before Capacity 02:32 CRM, CCaaS, & AI 12:56 Decade of the Agent 18:26 System of Engagement 23:13 M&A Activity in the Contact Center 34:13 Organizing Frameworks 47:00 AI in 3 Years

2. 

   30 Jun 2025

   #61 - Shep Hyken: Beware of Artificial Incompetence

   Customer experience expert Shep Hyken discusses with host Marc Bernstein the critical balance between AI implementation and maintaining human empathy to ensure customer loyalty in an evolving contact center landscape in this interview.

3. 

   23 Jun 2025

   #60 - Rime: From Vocal Cords to Code

   Lily Clifford, Founder and CEO of Rime, discusses the emotional mechanics of spoken language and cultural expectations attached to voice technology with host Marc Bernstein in an interview.

Who has been a guest on Reimagining The Contact Center - with Marc Bernstein

Names identified in recent episode analyses. Showing up to five guests.

• Shep Hyken
• Lily Clifford
• Sam Wilson
• Charanya "CK" Kannan

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

5.0 / 5

27 ratings

Spotify

5.0 / 5

4 ratings

Podcast Authority Score: 51 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

82

Social presence

0

YouTube

0

Engagement

51

Contact Reimagining The Contact Center - with Marc Bernstein

Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.