The One With Behavior Driven CX - Candy Kothmann Call Center Director At Texas Workforce Commission E207 CX Passport podcast

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

4M ago 21:54

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🎤🎞️“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

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221 episodes