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Frontline managers are vital also in the accomplishment of key business indicators, such as customer experience, employee engagement, productivity, and overall business goals ("Frontline Managers: Are They Given the Leadership Tools to Succeed?
Frontline managers, who are responsible for training and coaching frontline employees to fulfill your customers' needs, for the most part do not receive appropriate training and are not empowered to make decisions that will allow them to become more productive (McGurk & Vinson, 2010).
Less than 15% of a frontline manager's role is structured to facilitate coaching and developing their direct reports.
Lack of training, tools, and development negatively impacts employee engagement, goal alignment, communication, innovation, teamwork, and customer service, to name a few ("Frontline Managers: Are They Given the Leadership Tools to Succeed?
If frontline managers are not equipped to train frontline employees, do you think your frontline employees are fulfilling your customers' needs?
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