Enabling Frontline leadership

In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact centers. They explore the impact of leadership on employee satisfaction, the importance of proper training for supervisors, and the need for organizations to create a supportive work environment. The discussion emphasizes the necessity of understanding why employees stay or leave, and how effective leadership can foster a positive workplace culture. The conversation concludes with a call to action for organizations to prioritize leadership development and employee engagement strategies. Takeaways

• Employee engagement has regressed to pre-COVID levels.
• Understanding why employees leave is crucial for retention.
• Strong relationships with leaders can influence employee retention.
• Promoting the best employee to a leadership role can backfire.
• Leadership training is often lacking in organizations.
• A supportive work environment is essential for employee satisfaction.
• Employees need to feel a sense of purpose in their work.
• Effective communication between managers and employees is vital.
• Organizations must be realistic about job expectations.
• Investing time in leadership development is necessary for success.

TitlesReviving Employee Engagement Post-COVID Sound Bites

• "Why are people leaving?"
• "People don't leave jobs, they leave employers."
• "Let us know if you want more of this."

Chapters 00:00The State of Employee Engagement 02:59Understanding Employee Retention 06:11The Role of Leadership in Retention 08:45Training and Development for Leaders 12:06Creating a Supportive Work Environment 15:02The Importance of Purpose in Work 17:59Final Thoughts and Call to Action https://news.gallup.com/poll/1720/work-work-place.aspx