CX Files : Transforming Agents Into Ambassadors

Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known as one of the leading thinkers in the business. He is based in Denver, Colorado.

In this interview, Jim talks about the adaptation of CX and contact centers and how modern CX needs to embrace the role of the agent – they are on the frontline and they are the experts.

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