How can companies effectively balance the need for candidates with strong technical skills and those with exceptional empathy and emotional intelligence when hiring for customer experience roles?

Companies can effectively balance the need for candidates with strong technical skills and exceptional empathy and emotional intelligence by incorporating both types of skills into their hiring criteria. They can create a comprehensive job description that outlines the technical requirements as well as the soft skills needed for the role. Utilizing behavioral-based interview questions can help assess a candidate's emotional intelligence and empathy, while technical assessments can gauge their technical abilities. Companies can also provide ongoing training and development opportunities to help employees further develop both their technical skills and emotional intelligence.