Press 2 For Representative

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 ta...

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 st...

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 discus...

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...

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 lea...

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 g...

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 toug...

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.