Is AI going to replace call center agents?

In this episode of Press 2 for Representative, we sit down with Chris Kesler from Summitly.com to separate AI hype from reality in the customer service world.

Chris shares how AI is transforming call centers—not by replacing humans, but by handling the monotonous tasks that waste valuable agent time. From checking order status to basic inquiries, AI is taking care of the repetitive stuff so agents can focus on complex, meaningful customer interactions.

What We Cover:

-Why AI hasn't replaced human agents (and probably never will)

-How AI can handle 20-40% of incoming call center traffic

-Real-time quality assurance that scores 100% of calls instead of just 2%

-Agent assist tools that pull up information before agents even ask

-AI coaching simulations that train agents in realistic scenarios

Chris also shares a personal customer service fail involving AT&T that'll make you rethink customer loyalty programs.

About Press 2 for Representative:Your go-to podcast for all things customer service, BPO, and the future of call centers. Hosted by Parker Andrus and Ian Blotter from TELE-NET, a Japanese-owned BPO company focused on high-quality customer service.

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💬 Got questions or topics you'd like us to cover? Drop them in the comments!

Guest:Chris Kesler - CEO at Summitly.com with 20 years of experience in the call center and customer experience space.

In this episode of Press 2 for Representative, Parker and Ian are finally in the same room! While visiting Cebu, they sit down to chat about outsourcing culture in the Philippines—and even get a few thoughts from Leanne, a Client Service Delivery Manager based in Cebu.They reflect on what makes the Philippines such a unique and vibrant place for BPO work. From 1 AM lunches to bustling midnight streets, they talk about how deeply call center life is woven into local culture—and how much they appreciate the incredible team powering TELE-NET's global support.Subscribe for more behind-the-scenes stories and real conversations from the world of customer support.

What’s the difference between customer service and customer experience?In this episode of Press 2 for Representative, Parker and Ian break down how those two often-overlapping terms play out in real life. From restaurant mix-ups in Japan to hard-to-navigate airline websites, they share examples that show how great service doesn't always mean a great experience—and vice versa.They also discuss:-Why some companies blur the line between CX and customer service-How polished websites don’t always mean support is solid-The customer service weight carried by frontline agents-Win and Fail of the weekWhether you’re leading a team or just tired of typing “representative” into a chatbot, this one’s for you.🎧 Listen and let us know: what’s a great (or frustrating) CX moment you’ve had?

What happens after the sale is what really counts.In this episode of Press 2 for Representative, we’re joined by Robert LaMacchia, who brings a wealth of experience in both sales and service. Rob shares how great customer service is the true driver of long-term success—not just a support function.We cover:-Why the real work begins after the contract is signed-The difference between transactional touchpoints and real relationship-building-Avoiding depending on just one stakeholder inside a client org-And more!This is a must-listen for anyone in sales, customer success, or operations who’s looking to elevate how their organization thinks about service.

In this episode of Press 2 for Representative, Parker and Ian explore how AI is shaping the future of customer service—both the good and the not-so-good.

They talk through real-world examples, unexpected trade-offs, and the irreplaceable value of human connection. Is AI the answer to long wait times and rising costs? Or is something essential lost when the human touch is replaced?

Whether you lead a support team, work in CX, or just hate talking to chatbots, this episode offers a grounded and thought-provoking take on where things might be headed.

Is outsourcing really the villain people make it out to be? Or have we just had a few too many bad breakups?In this episode of Press 2 for Representative, Ian and Parker dive into the stigma around outsourcing—especially in customer service. They unpack why the word still triggers eye-rolls, why some companies resist it despite its benefits, and how the pandemic and cloud tools have shifted the game.📌 If you’ve ever wondered “Is outsourcing worth it?”, this is the episode for you.🛎️ Don’t forget to like, subscribe, and comment with your favorite win/fail of the week!

Press 2 for Representative is back with Episode 2!

Parker and Ian dive into empathy in customer service and ask: Is the customer always right? They share real-life stories — from an airline refusing a refund after a cancer diagnosis, to Costco’s wild return policy, to customers getting banned for too many returns.

They also talk about how empathy can be the secret weapon for handling even the toughest calls and why sometimes just making people feel heard changes everything.

Plus, their Win and Fail of the Week — including Japan’s amazing airport luggage record and a classic Comcast call gone wrong.

Got your own customer service win or fail? Drop it in the comments!

In our first episode, Parker and Ian talk about why great customer service still matters, how bad service can ruin even the best products, and share famous wins and fails from the world of CX — including the legendary “United Breaks Guitars” story.