The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits

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How do you deliver empathy at scale when the stakes are life-changing?

In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience operation inside a government agency...the Texas Workforce Commission. 

Originally aired as Episode 207, this conversation opened eyes to the human side of CX in crisis situations. Candy’s team supports Texans during unemployment... moments filled with fear, frustration, and uncertainty...and does it with respect, empathy, and a behavior-based performance model that drives real connection.

CHAPTERS  
00:00  Respect, compassion, and courtesy  
03:50  Building empathy into every call  
05:48  Balancing efficiency and humanity  
07:47  Turning emotional calls into positive experiences  
09:03  Crisis response and wellness checks  
11:09  Supporting agents after difficult calls  
12:37  First Class Lounge  
16:32  Managing complaints in a regulated environment  
19:18  Improving what you can control  

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I'm Rick Denton and I believe the best meals are served outside and require a passport.