The one with behavior driven CX - Candy Kothmann Call Center Director at Texas Workforce Commission E207

What's on your mind? Let CX Passport know... 🎤🎞️“The one with behavior driven CX” with Candy Kothmann Call Center Director at Texas Workforce Commission episode 207🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Candy Kothmann 2:09 Delivering CX in a government agency 3:50 Balancing efficiency and empathy in customer service 7:47 Turning fear and frustration into a positive experience 9:38 Handling crisis calls and law enforcement involvement 12:07 First Class Lounge: Travel, Tex-Mex, and ballroom dancing 16:32 How complaints drive process improvements 19:18 Improving claimant and agent experiences 21:12 Closing thoughts If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup  ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport