To retain quality frontline agents, talent must be nurtured rather than dictated to from a position of insult and intimidation. If your talent does not embrace your leadership, it is your responsibility as management to SEE this situation as yours to correct. Are you collecting slights to fertilize your chip, allowing it to grow from a chip to a block, to a boulder?
II201307_AChipOnYourShoulderMayBlockYourCareer