business
Hosted by Marc Bernstein · business · EN-US · 62 episodes
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.
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Contact path
Verified email
Booking probability
23%
Guest openness
Selective
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Signup to Generate a PitchReimagining 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.
Reimagining The Contact Center - with Marc Bernstein is hosted by Marc Bernstein. The show has published 62 episodes to date.
Recent episodes include "#62 - Capacity: The Decade of the Agent" (14 July 2025, 51 minutes), "#61 - Shep Hyken: Beware of Artificial Incompetence" (30 June 2025, 42 minutes), and "#60 - Rime: From Vocal Cords to Code" (23 June 2025, 42 minutes).
Reimagining The Contact Center - with Marc Bernstein publishes roughly every two weeks, with episodes averaging 40 minutes across 62 episodes.
Booking probability for Reimagining The Contact Center - with Marc Bernstein is 23%, and the host is rated Selective on guests. Reimagining The Contact Center - with Marc Bernstein requires a Pod Score of 80 or higher. Reimagining The Contact Center - with Marc Bernstein's contact route on record: verified email.
The strongest fits for Reimagining The Contact Center - with Marc Bernstein are Call Centers & Business Support and IT Services & Software Development. Reimagining The Contact Center - with Marc Bernstein has a business audience.
Marc Bernstein hosts Reimagining The Contact Center - with Marc Bernstein, a business show with 62 episodes published.
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Episode #16
<p>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...
Episode #15
<p>In this episode of Reimagining the Contact Center, Marc Bernstein sits down with customer experience legend Shep Hyken to unpack the evolving relationship between AI and human empathy in customer...
Episode #14
<p>In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Lily Clifford, Founder and CEO of Rime, to unpack the emotional mechanics of spoken language, the cultural expectations we attach to...
Episode #13
<p>AI is everywhere—but are we using it wisely?</p><p>In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Sam Wilson, CEO of 8x8, to dissect the current wave of AI adoption in CCaaS and...
Episode #12
<p>What does it really take to bring AI into the workforce—for real? In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Charanya “CK” Kannan, CEO and Co-founder of Pinkfish, to explore the...
Episode #11
<p>In this episode, Marc Bernstein sits down with Will Bodewes, CEO of Phonely. This one's about architecture, not aspiration. Will breaks down the anatomy of a voice agent, from speech generation and LLM orchestration...
Episode #10
<p>In this episode of Reimagining the Contact Center, Balto CEO Marc Bernstein sits down with Calabrio’s CTO for a wide-ranging, mind-bending conversation about the true impact of AI. Not just on operations. Not just on...
Episode #9
<p>Marc Bernstein speaks with Daniel Ziv, VP of Experience Management and Analytics at Verint, about why Verint doesn’t call itself an AI company—but an AI outcomes company. They dive into the difference between...
Episode #8
<p>Marc Bernstein speaks with Alex Levin, Founder & CEO of Regal.ai, about how AI is reshaping contact centers. They explore why AI agents are now the cheapest, most effective way to handle interactions, the barriers to...
Episode #7
<p>Marc Bernstein sits down with Isaiah Granet, Founder & CEO of Bland AI, to explore how Voice AI agents are revolutionizing customer service and making long hold times a thing of the past. They dive into how Bland AI...
Episode #6
<p>Ricardo Herreros-Symons and Marc Bernstein explore the rapidly evolving world of contact center AI, from real-time automation to the next frontier of seamless, natural-sounding conversations. They discuss how AI is...
Episode #5
<p>Kishlaya Sharma and Marc Bernstein discuss the future of AI, back-office automation, and the delicate balance between leveraging cutting-edge technology while keeping the humanness in the contact center.</p> <p><br...
Episode #4
<p>Etie Hertz and Marc Bernstein discuss Loris' customer insights, quality assurance, agent copilot and more.</p> <p><br></p> <p>Timestamps:</p> <p>00:00 Loris Introduction & Startup Life</p> <p>05:45 Loris' Growth</p>...
Episode #3
<p>Bobby Hakimi and Marc Bernstein discuss Convoso's AI capabilities, automated call assistants, prompt engineering, and more.</p> <p><br /></p> <p>Timestamps:</p> <p>00:00 Introduction</p> <p>00:55 Convoso & AI...
Episode #2
<p>Tom Laird and Marc Bernstein discuss OttoQA's capabilities, LLM approach vs. keyword approach, and calibration & QA workflows.</p> <p><br /></p> <p>Timestamps:</p> <p>00:00 OttoQA Beginnings & AI Experience</p>...
Episode #47
<p>Davit Baghdasaryan and Marc Bernstein discuss Krisp's incredible noise cancelling technology, customer wins, and the talk around AI Agents vs. Human Agents.</p> <p><br /></p> <p>Timestamps:</p> <p>00:00 Growing Up...
Reimagining The Contact Center - with Marc Bernstein
<p>Blair and Marc discuss the convergence of contact center technologies, the new professional agent, Chick-fil-A CX missteps, and best practices for companies focusing on engagement.</p> <p>Blair Pleasant is President...
Reimagining The Contact Center - with Marc Bernstein
<p>Megan and Marc discuss lessons from theater, the power of mindfulness and empathy, and new digital frontiers for managing successful CX.</p> <p>Megan Merrick is a passionate advocate for building unrivaled customer...
Reimagining The Contact Center - with Marc Bernstein
<p>Eric and Marc discuss methods for thoughtful decision-making, the trials and tribulations of building a virtual contact center, and nurturing agent growth and development for resounding success.</p> <p>Eric Sims is...
Reimagining The Contact Center - with Marc Bernstein
<p>Juanita and Marc discuss the power dynamic between agents and customers, the importance of maintaining a connection to technology, and how honing in on the human experience transforms the contact center.</p>...
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