Εισαγωγή
Το παρακάτω κείμενο αποτελεί μια αναφορά στη γοητεία του παραμυθιού και στην αξία του σαν εργαλείο μάθησης και αγωγής.
Η παιδαγωγική αξία και συμβολή του παραμυθιού στην προσωπική ανάπτυξη και αγωγή του παιδιού είναι ανεκτίμητη. Σήμερα λόγω έλλειψης χρόνου, αλλά κυρίως λόγω της υπέρμετρης χρήσης των ηλεκτρονικών μέσων τα παραμύθια έχουν παραμεριστεί. Παρ’ όλα αυτά η παιδική λογοτεχνία ακμάζει και υπάρχουν πλέον πολλές επιλογές για όμορφα και διδακτικά παραμύθια.
Οφέλη Παραμυθιού
Ένα από τα σημαντικότερα οφέλη των παραμυθιών, είναι πως μέσα από την αφήγηση τους, μπορούμε να πραγματευτούμε σοβαρά θέματα που δεν είναι εύκολο να τα συζητήσουμε διαφορετικά με τα παιδιά. Θέματα όπως, η ζήλεια, η αδελφική αντιπαράθεση, ο φθόνος, οι σωματικές αδυναμίες, οι ενδοοικογενειακές συγκρούσεις, η απώλεια αγαπημένων προσώπων. Η μαγεία των παραμυθιών «όχι μόνο δεν αποκρύπτει την πραγματικότητα των κοινωνικών σχέσεων, αλλά την αποκαλύπτει με το να τις κατονομάζει, να “σκληραίνει” τις γραμμές τους» (Jean, 1996). Σύμφωνα με τον Bettelheim, είναι χαρακτηριστικό των παραμυθιών να δηλώνουν ένα υπαρξιακό δίλημμα με συντομία και ευστοχία. Αυτό επιτρέπει στο παιδί να αντιμετωπίσει το πρόβλημα στην πιο ουσιώδη του μορφή, ενώ μια πιο μπερδεμένη μορφή θα του δημιουργούσε σύγχυση. Η προσέγγιση με ψυχαναλυτική ματιά μας βοηθά να δούμε αυτές τις συναισθηματικές διακυμάνσεις και να τις αντιμετωπίσουμε όσο το δυνατό πιο αποτελεσματικά.
Η ταύτιση με τους χαρακτήρες των παραμυθιών δίνει τη δυνατότητα στα παιδιά από τη μία μεριά να νιώσουν πως είναι ικανά για πράγματα που θεωρούνται αδύνατα και από την άλλη να κατανοήσουν πως οι αδυναμίες τους είναι αποδεκτές και φυσιολογικές. Η δύναμη των παραμυθιών «είναι δύναμη μαγείας, το αδύνατο γίνεται δυνατό, οι μεταμορφώσεις αποτελούν κοινό τόπο, οι χειρότερες δοκιμασίες ξεπερνιούνται νικηφόρα από τον ήρωα με τον οποίο ταυτιζόμαστε στις περισσότερες περιπτώσεις» (Jean, 1996). Καθώς το παραμύθι είναι γεμάτο συμβολισμούς, το παιδί οδηγείται κι αυτό σε δικούς του συμβολισμούς κατορθώνοντας να ενώσει τον πραγματικό κόσμο με εκείνο του παραμυθιού (Δαμιανού, 1996). Επίσης, συνηθίζει να ταυτίζεται με εκείνο το χαρακτήρα στον οποίο βρίσκει στοιχεία της προσωπικότητάς του, κοινά σημεία της ιδιοσυγκρασίας του και των υποσυνείδητων σκέψεών του, αυτό που ο N. Holland ονομάζει «Ταυτότητα».
Ακόμα, τα παιδιά από πολύ μικρά συνειδητοποιούν ότι η γραπτή γλώσσα συνιστά έναν κώδικα, γεγονός που λειτουργεί καταλυτικά στην αλληλεπίδραση με τα γραπτά κείμενα και στις μετέπειτα αναγνωστικές τους εμπειρίες. Καθώς αντιλαμβάνονται ότι ο προφορικός λόγος μπορεί να μετατραπεί σε γραπτό και το αντίστροφο, ξεκαθαρίζουν πολλοί προβληματισμοί σχετικά με την ανάγνωση που ενδέχεται να κατακλύζουν το μυαλό τους, στην προσπάθειά τους να κατανοήσουν μια τόσο περίπλοκη διαδικασία (Γιαννικοπούλου, 1998, Μουσιάδου, 2009).
Αποκτούμενες γνώσεις
Ανάλογα με την ποσότητα και την ποιότητα των αναγνωστικών εμπειριών που βιώνουν στο οικογενειακό περιβάλλον, τα παιδιά αποκτούν ορισμένες γνώσεις αναφορικά με την ανάγνωση και οι οποίες είναι θεμελιώδεις για την κατάκτηση της αναγνωστικής διαδικασίας. Αυτές οι γνώσεις συνοπτικά αφορούν τα ακόλουθα σημεία ( Γιαννικοπούλου, 1998, Μουσιάδου, 2009):
- Διαβάζουμε το κείμενο και όχι την εικόνα
- Διαβάζουμε από τα αριστερά προς τα δεξιά και από επάνω προς τα κάτω
- Υπάρχει αντιστοιχία γραπτού και προφορικού λόγου
- Ένα βιβλίο έχει αρχή και τέλος
- Ο γραπτός λόγος έχει σταθερότητα
- Η γραπτή γλώσσα εξυπηρετεί κάποιο σκοπό
- Ένα κείμενο απαρτίζεται από ξεχωριστές λέξεις
- Τα γράμματα διακρίνονται σε κεφαλαία και πεζά
Το παραμύθι και η σχέση γονέα-παιδιού
Όταν ο γονιός αφηγείται ένα παραμύθι στο παιδί, η σχέση τους ενισχύεται. Είναι μία στιγμή ζεστασιάς και συναισθηματικής εγγύτητας. Μία στιγμή που ο γονιός «διαλέγεται» με το παιδί. Είναι η στιγμή που μπορεί ο γονιός να «αφουγκράζεται» το παιδί του. Τα οφέλη του παραμυθιού τόσο για το παιδί όσο και για τη σχέση με το γονιό του ενδυναμώνονται όταν η ώρα του παραμυθιού είναι συγκεκριμένη, σαν ένα τελετουργικό (π.χ. το βράδυ πριν τον ύπνο στο δωμάτιο του παιδιού). Καλό θα ήταν η τελετουργία αυτή να εμπλουτίζεται, όπως για παράδειγμα ο γονιός να ζητά από το παιδί να αποφασίσει για την επόμενη κίνηση του ήρωα ή να φτιάξουν μαζί μία ιστορία από την αρχή. Σε αυτήν την περίπτωση η αφήγηση γίνεται πιο διαδραστική. (Fleer&Hammer, 2013; Blake&Maiese, 2008).
Το παιδί κινητοποιείται νοητικά και φαντασιακά μέσα από τον παραμυθιακό λόγο και την εικόνα. Ο γονιός στα μάτια του παιδιού αποκτά ενεργό ρόλο και τον οδηγεί στον κόσμο των συμβόλων.
Επίλογος
Κλείνοντας, τα παραμύθια είναι διαχρονικά και έχουν παγκόσμια εμβέλεια καθώς σε αυτά συναντάμε πανάρχαια αρχέτυπα της ιστορικής πορείας της ανθρωπότητας. Οι δράκοι, οι βασιλιάδες, οι πριγκίπισσες, οι μάγισσες, οι μητριές, τα ξωτικά είναι λίγα μόνο παραδείγματα. Τέλος, το σημαντικότερο που μένει μετά το τέλος μιας αφήγησης, είναι το αίσθημα της τέρψης, της ελπίδας. Η ελπίδα που αποτελεί το βασικό σύμμαχο στη ζωή ενός ανθρώπου είναι πάντα ζωντανή. Όπως λέει ο Άγγλος συγγραφέας G.K. Chesterton: “Τα παραμύθια είναι κάτι παραπάνω από αληθινά, όχι επειδή μας λένε ότι υπάρχουν δράκοι αλλά για να μας πούνε ότι μπορούν να ηττηθούν οι δράκοι”.
Παπανικολάου Ίλια
Βιβλιογραφία:
Fleer, M., & Hammer, M. (2013). Emotions in Imaginative Situations: The Valued Place of Fairytales for Supporting Emotion Regulation. Mind, Culture & Activity, 20(3), 240–259. http://doi.org/10.1080/10749039.2013.781652
Γιαννικοπούλου, Α. Α. (1998). Από την προανάγνωση στην ανάγνωση. Αθήνα: Καστανιώτη.
Μουσιάδου, Ε. (2009). Βιωματική και Γραμματισμός στο Νηπιαγωγείο.
Neuman, B. S. (1996). Children Engaging in Storybook Reading: The Influence of Access to Print Resources, Opportunity, and Parental Interaction. Early Childhood Research Quarterly.
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Top 10 Customer Support Outsourcing Companies in 2023 | Helpware
Outsourcing customer support is a great way to provide affordable but reliable
service to your clients. Whether for voice or non-voice applications,
there are plenty of excellent customer support…
Written by Dana Mahoney
Sunday, Jan 22
Table of Contents
Outsourcing customer support is a great way
to provide affordable but reliable service to your clients.
Whether for voice or non-voice applications, there are plenty of excellent customer
support outsourcing companies that fit every
requirement.
But then again, why even think about outsourcing? Isn’t local talent good
enough to provide the service needed by a company’s customers?
Plus, wouldn’t it be a disservice to customers if a
company farms out its frontline operations to contractors?
What Is Customer Support Outsourcing?
By now, the best customer service companies should know the value of
customer support and why it’s an essential cog in an organization. Like
sales and marketing, customer service should already be in play during a company’s first day, as they are the group that comes
into direct contact with clients.
The main goal of customer support is to keep customers happy by attending to their needs and responding to
their questions. However, it’s also a way to instill loyalty and generate
additional sales. To do so, an outsourcing company must have its support team available whenever
the customer needs it. Outsourcing customer
support allows companies to maintain an around-the-clock service team managed by industry veterans and experts.
Advantages of Customer Support Outsourcing
Admittedly, not all company startups have leaders who are experts in every facet of their operations.
Given their many responsibilities, many startup founders accept that
they can’t do everything themselves. Non-core competencies such
as customer service can benefit from outsourcing.
Turning the service over to competent experts lets companies benefit from a bigger source of
talent from all over the world. At the same time, companies that outsource customer support enjoy reduced payroll without sacrificing service quality.
Other benefits of outsourcing include:
More Opportunities to Grow the Business
By assigning customer support to expert outsourcing
service providers, leaders can instead turn to scaling the business.
Overseeing the day-to-day operations can already take much of
management’s time, and customer support is equally demanding.
To help executives focus on the big picture, they’ll need to partner with the best
service companies that know what they’re doing.
Enhance Customer Experience
Given the opportunity to communicate and interact with customer service,
many customers will express their satisfaction in getting their voices
heard. If customer service companies and their team address customers’ issues in a
satisfactory way, they’re more than likely to remain customers.
A pleasant customer experience will almost always lead to
longer retention and a significantly higher customer lifetime value (CLV).
This isn’t to say a stellar customer experience is
only possible through outsourcing. Rather, the chances of
improving customer satisfaction come with a continuous and
consistent level of service. Providing a highly specialized, dedicated team of professionals from
day one is a great way to achieve this quickly.
Top 10 Customer Support Outsourcing Companies
We’ve narrowed down the list of companies with great customer service to the top 10
most prominent ones in 2022. We’ll also provide a brief description and highlight the main strong points of each
outsourcing company.
1. Helpware
Helpware started in 2015 with the initial goal of providing support
to startup companies. Over the years, the company has
grown big and is confident enough to provide both enterprise and small business customer
service outsourcing solutions.
Providing back office, technical, and customer support, Helpware specializes in assisting companies in various
support areas. This includes Omnichannel Customer Support, Technical & IT
Support, Content Moderation, CX Consulting Services, Back Office Support, Data Labeling, Digital Marketing Solutions, and Cyber Security.
The company provides only dedicated agents, in-house training, and equipment to help its clients boost their productivity from day one.
Now it’s one of the top customer service companies in the US and European markets with numerous awards and positive reviews from satisfied
clients on Clutch and other reputable platforms. Helpware’s people-focused culture seems very attractive to businesses sharing the same philosophy.
Pros:
Shows outstanding flexibility when providing for clients’ specific needs.
This means its support can scale along with your company’s growth.
Offers turn-key solutions, so you don’t have to look for either
option separately.
Helpware’s focused on developing its people and their
skills and it pays off handsomely, especially in customer
support outsourcing contracts. Some global brands are happy to have their customer support
outsourced to Helpware.
2. Sykes
U.S.-based Sykes is one of the pioneers of the BPO industry.
Established in 1995, the company trailblazed its way to the
top and was one of the first BPOs to open multiple locations.
In 2021, the Sitel Group acquired Sykes to widen its reach and
increase its capacity.
Sykes is one of the top 10 service companies and leading service providers of
demand generation and customer engagement services,
with clients included in the top 2000 companies
worldwide. At the core of Sykes’ business are its staple services:
outsourcing, customer experience, service to sales, digital transformation, and brand extension.
Pros:
Sykes maintains a pool of service agents from its clients’ home countries.
The company is well-versed in matters concerning data privacy.
Specifically, Sykes follows various privacy guidelines, including HIPAA compliance and Payment Card
Industry (PCI) data security certification.
3. Ascensos
Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies that wanted to change the customer
experience by applying a personal touch to customer care.
The company is now Europe’s number-one customer support outsourcing company, providing bespoke
customer experience solutions to clients around the world.
In addition, its contact center operation locations include the
UK, Romania, Turkey, and South Africa.
Pros:
Ascensos is more nearshore than an offshore support center, so location and time zone differences aren’t as pronounced as operations in Asia and South America.
Companies that outsource customer service to
Ascensos value the fact that it supports diversity and
inclusivity among staff while focusing on promoting happiness as a key asset among its
workforce.
Although there aren’t any published pricing rates, instead,
Ascensos will individually respond to requests for quotes, the prices of this outsourcing customer service company
are more than affordable.
4. Teleperformance
With more than 40 years of experience in the BPO industry,
Teleperformance is an established leader in solution design, business optimization strategies, and front-office customer support.
It also offers back-office services such as finance
and accounting, collections, and technical support.
Pros:
Teleperformance is a truly global service provider.
It operates in 80 countries and employs more than 330,000 agents speaking
over 265 languages and deservedly belongs to a league
of good customer service companies. You won’t find it difficult
to get support in the language and location you require.
Clients also appreciate the company’s expertise in providing omnichannel solutions.
5. VXI
VXI Global Solutions is one of those outsourcing agencies that
offer customer care and customer experience (CX) solutions to some of today’s major global
brands. In addition, the company offers contact center and BPO services, omnichannel and multilingual support, software development,
CX innovation, quality assurance (QA), and infrastructure outsourcing.
VXI employs more than 35,000 workers in 43 countries throughout North America,
Asia, Europe, and the Caribbean.
The company also prides itself on its ability to help clients resolve major CX and
employee experience (EX) pain points and take their customer service
systems to the next level. Like any modern BPO, VXI employs omnichannel support services to enhance communication coverage for clients.
Also, VXI provides additional analytics and insights generation services so clients can learn as they
go.
Pros:
High CX expertise leads to enhanced customer and employee experience.
VXI displays an uncanny ability to scale up or down to fit its client’s capabilities.
6. InfluX
In its quest to build the world’s first remote-only CX team,
InfluX managed to recruit employees from more than 120 cities worldwide.
This strategy also lets them provide 24-hour customer support outsourcing solutions within the client’s time zone.
In addition, InfluX creates specialized customer experiences that reflect the client’s vision, voice, and values.
Pros:
Less dependence on automation and more on human interaction make
for a better customer experience.
Having employees in every time zone solves the common offshore problem of mismatched
time schedules between clients and outsourcing companies.
Pay-as-go pricing may be attractive to some clients who prefer flexible packages.
7. Skycom
Skycom is also on the list of nearshore outsourcing companies
that specialize in multi-continent support services.
The company employs native English contact center agents with experience in multiple
industries. Skycom also offers a full range of services, including business process outsourcing, telemarketing and sales, customer support, and healthcare.
With more than 15 years of experience, Skycom also employs over 2,000 workers assigned
to 35 clients in five countries.
Pros:
Nearshore operations mean fewer problems dealing with time zone and distance
differences.
Skycom covers a wide range of industries, including healthcare, travel, utilities, IT, finance, retail,
and telecommunications.
8. Integra
Integra’s differentiator is its focus
on training its workforce in customer psychology. This means
company-provided support agents are more sensitive in detecting changes in the customer’s voice or tone.
As a result, they can respond to these changes to defuse any tension and lead the customer into a more positive mindset.
Starting with four employees in 2004, Integra currently employs more than 1,400 workers stationed across four countries.
It handles customer service duties over the phone, email, live chat, or social media.
Pros:
Integra offers some of the most cost-effective
solutions in the industry.
Sales psychology is also an incredible asset to have if you work in a customer support outsourcing company.
9. Telus
Telus International is one of the world’s leading digital CX innovators.
In particular, it designs and produces next-generation digital solutions for brands all over the world.
This is one of the Canadian top IT outsourcing companies that provide
IT services and multilingual customer service to industries such as technology, media,
communications, eCommerce, financial technology, travel, hospitality, automotive,
healthcare, and games.
Pros:
Telus International is a premium multilingual contact center.
It is one of those IT support outsourcing companies that
offer top-tier customer support services in various countries and more than 50
languages.
Telus is famous among IT services outsourcing companies
for organizing an annual charitable initiative called “Telus Days of Giving.” In particular, the company taps 225,000 volunteers from
its offices to complete various service projects across its
many host countries.
10. Arise
Arise is a 25-year-old United States-based company that specializes in providing support outsourcing services
across the USA. It employs more than 60,000 remote agents in the U.S., Canada,
and the United Kingdom. Unlike a traditional BPO, Arise utilizes a
network of service partners to provide the needed customer
service experiences. In addition, the Arise Platform helps companies
lower expenses. As a result, Arise clients report an average
25% reduction in contact center service total costs,
which is why clients want to outsource customer service small business really
needs.
Pros:
Arise deploys a tiered security approach in its communications with clients.
This ensures they preserve the confidentiality of documents or files
sent over. It also means Arise conforms to widely accepted data privacy regulations such as HIPAA,
CCPA, and others.
Arise also focuses its employment on local talent, hiring
residents of the U.S., UK, and Canada. This means stable employment for the company and an easier method of hiring
or replacing staff members.
Choose the Best Outsourcing Companies That Fit Your Needs
Deciding which outsourcing providers to contact
for your customer support outsourcing needs? Perform the necessary research
before settling on your choice. For instance, some customer service outsource companies on our list might command a pricing structure
higher than what your budget holds.
In addition, consider your company’s specific requirements and areas for improvement.
Do you need a customer support team focused on CX? Or, do you prefer having sales
psychology-trained outbound callers who can close deals?
Finally, does the appeal of higher-cost nearshoring resonate better than offshore talents
a few time zones away?
No one-size-fits-all solution exists when it comes to
customer support outsourcing. However, if you want a highly flexible and secure customer service solution that utilizes modern technology throughout the various stages, try the best companies for customer
service. These largest outsourcing companies not only supply the
best talent, but also the best equipment and training
to prepare them.
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