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 outcomes. But on how we think, lead, and find meaning in work. This one’s part neuroscience, part strategy, part spiritual reset for anyone feeling overwhelmed by the AI buzz. Don’t miss it.

Timestamps:

00:00 Introduction

01:00 Different AI Eras

02:00 Past Clarity With AI

08:20 What AI Does To The Human Brain

12:55 Break Through The Noise

16:48 Barrier To Great Contact Center Value

21:18 WEM Category

25:50 AI Agents vs. Human Agents

29:20 AI in 3 Years