Allow applicants to interview you while you are interviewing them to manage your mutual expectations. The result will be a more stable relationship based on mutual respect and recognition of eachother's contributions to your common goal.
A quality applicant will take the time to invest in a professionally written resume. With this in mind, many times an employers expectations may be met on paper, yet not in action.
I've found in the interview process to have the prospective employee demonstrate skills, and roll play at minimum.
Look directly into the interviewee's eyes, if they look away alot then you have a problem. If they can't look at you then they can't get the trust of the customer. Eye to eye still is a good scale to evaluate a prospective employee. No tests will discover this flaw.