Friday Field Notes: Hire Humans. Train Professionals.

You can’t train someone to care.

You can train tone.

You can train call flow.

You can train objection handling.

But empathy?

That starts inside.

Hire humans first, the kind who listen, the kind who take pride in helping people.

Then teach them the trade.

That’s how you build a call center that earns respect — inside and out.

Action:

In your next interview, ask:

“Tell me about a time you helped someone when you didn’t have to.”

Let character speak.