Reimagining the Contact Center: How AI Transforms Support from Reactive to Proactive

Website Link Below:
https://refer.capacity.com/z62udodpdoll

Discover the future of customer support in this insightful podcast episode where Capacity CEO David Karandish discusses with host Mark Bernstein how Contact Centers must evolve from reactive models to proactive, AI-powered support hubs. Traditional siloed systems and human-only workflows are no longer enough to meet rising customer expectations.

Learn why AI isn’t just a tool for automation, but a core organizing principle that empowers virtual and human agents with real-time knowledge, smarter workflows, and proactive customer engagement. This conversation dives into how AI is reshaping roles, processes, and company structures — enabling businesses to scale human capability and innovate faster.

Whether you’re a Contact Center leader or interested in AI’s impact on the future of work, this episode highlights the importance of agility, mission-driven strategies, and using AI to elevate human talent rather than replace it.

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