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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.