In a recent episode of Reimagining the Contact Center, host Mark Bernstein sits down with Capacity CEO, David Karandish, for a thought-provoking conversation that starts with the evolution of Contact Centers and ends up diving deep into the future of work, AI, and entrepreneurship in an accelerating world.
Check out the full discussion:
Don’t have time for the video? Here’s what you need to know:
Contact Centers Must Evolve from Reactive to Proactive
The conversation opens with familiar territory: the challenges and opportunities in today’s Contact Centers. Traditional support models which are rooted in siloed systems and human-only responses can no longer keep up with rising customer expectations.
Modern Contact Centers need to evolve into intelligent support hubs. AI isn’t just a tool for deflection, it’s a foundational layer that enables virtual agents to respond faster, more accurately, and more consistently.
With the right platform, like Capacity, both virtual and human agents are empowered with real-time knowledge, smarter workflows, and proactive support that enhance experiences.
AI Isn’t Just a Tool—It’s an Organizing Principle
What if AI was not just another wave of automation, but a new framework for how we organize work and scale human capability?
Instead of retrofitting AI into old systems, future-ready companies will build from the ground up using AI as the connective tissue for decisions, actions, and customer interactions.
This shift demands new ways of thinking about roles, processes, and even company structure. AI will augment humans in ways that go far beyond Contact Center scripting, it will shape strategy, operations, and innovation across the enterprise.
The Future Belongs to Agile, Mission-Driven Builders
The pace of change is accelerating, and leaders must balance ambition with adaptability. Those who will thrive are not necessarily the biggest, but the most agile, willing to experiment, learn fast, and iterate.
But tech should be human and can create meaningful, mission-driven work in a world where automation is cutting down repetitive tasks. The companies that attract top talent will be those who use AI to elevate—not replace—their people.
Ready to dig deeper into how AI can improve your Contact Center? Check out our guidebook Optimizing AI in the Modern Contact Center.