I think it's an excellent article all around. My CAPS manager said that the interviewer seemed to lack Clue when she first called BARCC. She interviewed at least three BARCC people, and I think Clue was gained.
You can read the article here, if you'd like - trigger warning, of course.
(My speaking engagement on Friday, btw, went great - my best yet, and I got lots of great questions. I'd been scheduled for 45 minutes, and ended up being there for an hour and a half. I never want to cut them off and say "stop asking such excellent questions!", and I had the time.)