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

What's on your mind? Let CX Passport know... 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   If you like CX Passport, I have 3 quick requests: ✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport   ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup   ✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport.