Not long ago, customer service leadership meant finding ways to provide the same or similar service while cutting costs and reducing the time it took to service a customer. Customer care agents were timed to maximize the number of customers handled in a day. Service centers were moved off shore to reduce labor costs. Engineers

In times of change, a crucial executive-level appointment can mean the difference between success and catastrophe. Last time, your company may have kept this critical search in-house, leveraged its own network or hired a contingency recruiter. But, mistakes were made, and you now know that a bad hire to a crucial position can have detrimental

Surveys on workplace topics often poll employers to gain their perspectives on the latest HR issues and trends – but, in a recent survey, Paychex went directly to the source and obtained insight from employees themselves. It questioned employees on hot topics like benefits, pay equity, HR technology, corporate social responsibility and more, to determine

After nine years of steady growth, the nation’s economy charged ahead in 2018. Dark economic clouds, however, appeared on the horizon. Tariffs stoked fears of slowing trade that may cripple U.S. exporters and raise prices for consumers. The Federal Reserve raised interest rates three times, causing a slowdown in the nation’s housing market in a