The other challenging issue is that what training people need changes over time, and I think it's hard for people to pick up on that versus thinking they just h

The other challenging issue is that what training people need changes over time, and I think it's hard for people to pick up on that versus thinking they just hired poorly. For example, younger workers now may have never answered a shared phone line outside of a work setting, so they may need phone training previous generations would have gotten at home.