social media
8 Social Media Trends You Should Know About
March 14 by SSONSSOs need to leverage all digital options at their disposal, including social media.
Social Media Analytics – Growth Engine for Next-Gen Customer Care
August 09 by SSON Industry ReportsThe explosion in use of social media among consumers – for everything from sharing how-to’s to complaining about poor customer service – presents companies with simultaneous advant...
BPaaS and Centers of Excellence
March 02 by Tom ZbarenYes, we have a new "as a service" acronym and it is extremely relevant to businesses of all sizes, but in particular Small to Medium Size Businesses or Enterprises. The ability to perform advanc...
Is Customer Service Now Too Complex to Manage In-house?
November 07 by Matthew BowmanFor the past few decades, many companies have resisted the urge to outsource their customer care – arguing that their products/solutions were too specialized, that their brand was too valua...
Outsourcing Your Social Media Team: Is It A Wise Idea?
July 03 by Sookie LioncourtMany businesses understand the importance of social media as a powerful vehicle in implementing their marketing and advertising campaigns. However, given the competitive market, investing in an...
SMAC and Big Data Have Raised the Game: But it's Still About Delivering On Expectations
July 02 by John KirkSMAC and Big Data have been out in the business community for a while so we have to ask the question: WHAT’S NEXT? As we have seen, SMAC and Big Data are only as good as what you do with it....
Say ‘Goodbye’ to E-mails and Tickets in Shared Services. Say ‘Hello’ to Social Technology and Collaborative Governance
June 26 by Anil Prem DSouzaAlthough not quite a regular Facebooker, I occasionally find myself pulled into opening my FB account to see what's happening in there. One of the things that recently caught my attention was that F...
Gender Impacts Communication & Collaboration in the Workplace – So Leverage it
April 10 by SSON EditorA new infographic explains how men and women differ in their use of Social Media. Entertaining stuff (38% of women play games on their smartphones and they outnumber men by 10%), but on a more serio...
Finance Leaders: Taking Up the Challenge of a Brand New World
February 19 by SSON EditorWhile the challenges besetting global markets have always been there (and, who are we kidding – they’ll continue for the foreseeable future) what defines this transitional period we f...
Analyst Eric Simonson on travel, analytics, and who's who on Twitter
August 22 by SSON EditorEric Simonson is one of the most respected analysts in the sourcing industry. He leads Everest Group's research practice and spends his time trying to figure out how companies like yours can get...
Improving collaboration – an effective Social Media integration point for businesses
July 24 by Glenn RemorerasAccording to Forrester research, organizations will increase their spending on enterprise social collaboration software at a compound annual growth rate of 61% through 2016. Forrester estimates enterp...
Why is Social Media Still Flying Under the Radar?
June 21 by SSONThere appears to be a disconnect between what providers are offering in terms of social media oriented services, and where corporations are currently investing their money. Nothing new there, perhap...