Communication readiness should not only help teams decide who to hire. It should also help decide where people are most likely to succeed.
Different queues place different demands on agents. Voice support, chat, email, escalations, technical support, and back-office work all require different communication strengths. This matrix helps hiring, training, and operations leaders think through role fit, channel fit, placement risk, and the best next development step.
Use it to move beyond pass/fail hiring and toward better-fit workforce decisions.