Building relationships for retention: How Time Warner Cable improves employee engagement

Abstract

Purpose

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

It has been stated countless times that any organization's best asset is its workforce. Yet that message continues to go unheeded by many company leaders who place employee welfare way down their list of priorities. Just ask those working in a call center environment. Such employees are under constant pressure to meet targets, while being first in line when the flak from disgruntled clients begins flying about. But instead of receiving support during tough times, customer service representatives are often regarded as mere numbers. Employees naturally feel undervalued and plummeting morale and motivation is virtually inevitable. At Barclaycard, however, the penny has finally dropped. And the UK company has now overturned convention by launching a training initiative with employee wellbeing at the core of development plans. This smart move has united business and employee needs and helped standardize training across business‐to‐business and consumer divisions.

Originality/value

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Citation

(2009), "Building relationships for retention: How Time Warner Cable improves employee engagement", Strategic Direction, Vol. 25 No. 7, pp. 6-10. https://doi.org/10.1108/02580540910961253