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?...CHAPTERS0:00 Introduction: Welcoming Candy Kothmann2:09 Delivering CX in a government agency3:50 Balancing efficiency and empathy in customer service7:47 Turning fear and frustration into a positive experience9:38 Handling crisis calls and law enforcement involvement12:07 First Class Lounge: Travel, Tex-Mex, and ballroom dancing16:32 How complaints drive process improvements19:18 Improving claimant and agent experiences21:12 Closing thoughtsIf 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.comI'm Rick Denton and I believe the best meals are served outside and require a passport