Press 2 For Representative
Press 2 For Representative
Podcast Description
Press 2 for Representative dives into the real world of customer service — the wins, the fails, and everything in between. Hosted by Parker Andrus (VP of Global Operations at TELE-NET) and Ian Blotter (General Manager, TELE-NET Las Vegas), the show shares stories from the front lines of CX and outsourcing. If you work in customer service or just love a good behind-the-scenes story about the brands you use every day, this podcast is for you.
Podcast Insights
Content Themes
Episodes explore themes such as the importance of customer service, industry challenges, and memorable customer interactions. For instance, Episode 1 discusses the enduring value of great customer service and examines notorious case studies like 'United Breaks Guitars' to highlight both successes and failures in CX, addressing lessons learned and best practices.
Press 2 for Representative dives into the real world of customer service — the wins, the fails, and everything in between. Hosted by Parker Andrus (VP of Global Operations at TELE-NET) and Ian Blotter (General Manager, TELE-NET Las Vegas), the show shares stories from the front lines of CX and outsourcing. If you work in customer service or just love a good behind-the-scenes story about the brands you use every day, this podcast is for you.
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.
🔔 Subscribe for weekly episodes on customer experience, technology, and industry insights.
💬 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.
Disclaimer
This podcast’s information is provided for general reference and was obtained from publicly accessible sources. The Podcast Collaborative neither produces nor verifies the content, accuracy, or suitability of this podcast. Views and opinions belong solely to the podcast creators and guests.
For a complete disclaimer, please see our Full Disclaimer on the archive page. The Podcast Collaborative bears no responsibility for the podcast’s themes, language, or overall content. Listener discretion is advised. Read our Terms of Use and Privacy Policy for more details.