Абитуриенты журфака и люди, которые давно связали свою жизнь с журналистикой, наверняка слышали в свой адрес высказывание: «Журналист — это не профессия! Люди и без них проживут!». Здесь мы выясним, действительно ли это так.
История создания
Зарождение журналистики началось в Древней Греции. В 59 году до н.э. по указу Юлия Цезаря была опубликованы первые газеты «Acta diurna senatus ас populi» («Ежедневные протоколы сената и римского народа»). Обе газеты представляли собой глиняные дощечки с текстом. «Acta senatus» была посвящена политике, делам сената. В «Acta diurna populi romani» были освящены городские новости. Людей, собирающих материал для этой газеты, называли дуирналистами, что созвучно с современном словом «журналист» .Также создавались копии, что говорит о появлении понятия «тираж».
В 1703 году в России по указу Петра I появилась первая печатная газета «Ведомости». А в 1754 году М.В. Ломоносов создает этический кодекс журналиста.
Это подтверждает факт, что эта профессия с древних времен занимала важное место в обществе.
Позиция в мировой истории
Если бы не журналист, мир вряд ли узнал бы об истории. Люди фиксировали исторические процессы с помощью записей, зарисовок, рассказов очевидцев (интервью), различной техники.
А.С. Пушкин был заинтересован временами Пугачевского восстания. Писатель хотел создать произведение, которое было бы посвящено этому историческому событию. Автору потребовалось найти материал, обработать его и собрать в единую книгу, которая будет интересна читателям. Поэтому в основу романа «Капитанская дочка» легли рукописи человека, которые действительно пережил это время.
В годы Великой Отечественной войны советские люди были в эпицентре исторических событий. Главные новости узнавали благодаря Ю. Б. Левитану. Поэтому ему было доверено объявлять конец войны. С 1941 по 1945 год по радио его голос информировал о всех важных военных действиях. Люди отмечали, что его подача была искренней. Он говорил так, будто своими глазами видел, что произошло в ту минуту. Такая чистосердечность помогала не только по одной интонации понимать, будет печальная или радостная весть, но и поддерживать силу духа. Благодаря записям с Левитаном современный человек может не только лучше узнать историю, но и почувствовать атмосферу того времени.
Журналистика в современном мире
«Журналистика как особый социальный институт, который отвечает за передачу массовой информации через различные каналы.»
Е.П. Прохоров—социолог, филолог, создатель российской теории журналистики
Главная задача журналистики — это информирование общества. Для того, чтобы дать готовый материал аудитории, журналист должен: 1) найти нужную информацию; 2) выделить самое нужное в ней; 3) направить на массы с помощью различных коммуникативных каналов.
Коммуникативные каналы — средства для передачи информации субъекта коммуникации целевой аудитории. Сейчас это не только печать. Это радио, телевидение, интернет. Также современная журналистика — это не только важные мировые общественные события. Благодаря журналистам люди могут узнать о новостях в спорте, музыке, науке, могут научиться новому, найти единомышленников, примерить на себя роль путешественника. Даже дети могут найти для себя занятие, так как появилось множество продуктов и для них (телепередача «Спокойной ночи, малыши!», журнал «Мурзилка»). Мировые общественно-важные события, про которые рассказывают на федеральных каналах; радио, которое есть в каждой машине; различные информационные издания, доступные каждому — все это неотъемлемая часть современного человека, которую он имеет благодаря журналистике.
Мы все журналисты?
Сейчас почти у каждого из нас есть профиль в социальных сетях. Там люди выкладывают свои фото, видео, делятся впечатлениями и опытом, обмениваются информацией, знакомятся. Когда человек ведет своего рода маленький блог, он даже не задумывается, что соприкасается с работой журналиста. Современные хостинги позволяют каждому создавать свой контент, в том числе и журналистский. Более того, это может быть и любительская, и профессиональная подача.
У Ксении Собчак была возможность уйти в политику вслед за отцом, но девушка тянулась к телевидению. Она прошла путь от ведущей развлекательных передач до общественного деятеля. В этом ей, несомненно, помогла журналистская деятельность. Ксения Анатольевна принимала участия в развлекательных шоу, музыкальных проектах, разговорных передачах, документальных фильмах, на радиостанциях и пробовала писать. Позже девушка запустила свой канал «Осторожно: Собчак!» на видеохостинге YouTube. Там ведущая может свободно говорить о всех темах, которые интересны ей и ее аудитории. На канале представлены такие рубрики, как красота и здоровье, репортаж, интервью, документальные фильмы и новости. Сама девушка на интервью у Ю. А. Дудя* сказала, что ее призвание — журналистика.
А вот Сергей Безруков — российский актер и народный артист, тоже ведет свой блог в социальных сетях. Он, как и Ксения Анатольевна, делится контентом, который привлекает его самого и публику. Но в отличие от ведущей, актер обходится без большой команды и дорогостоящей техники. Ему достаточно возможностей, доступных в социальных сетях. Во Вконтакте в группе «БЕЗРУКОВ» артист публикует подборки фильмов, рассказывает про известных актеров, делится своим опытом, дает советы начинающим режиссерам.
Журналистика – это одновременно общедоступное и ответственное занятие. Вспомните свой профиль в социальных сетях. Недавно вы выкладывали фотографии из путешествия и небольшой рассказ об отдыхе, вели трансляцию с какого-то интересного мероприятия, делились рецептом или обучающим роликом другой категории, оставляли отзыв о недавно приобретенном товаре. Находить важную и интересную информацию, фиксировать ее (снимать, фотографировать, записывать), транслировать и подавать в определенном формате в массы — это все работа журналиста. Но главное отличие профессиональных журналистов от «бытовых» в том, что первые осознают свою ответственность перед обществом. Многие задумывается о своих интересах, но не о последствиях. Резкое слово, неосторожная фраза или фото с двойным подтекстом могут повлечь за собой последствия.
Когда у музыкальной группы IC3PEAK** вышел клип «ПЛАК-ПЛАК» на тему домашнего насилия, многие обыватели делились им на своих страницах в сети. Юрий Дудь* в интервью с самими исполнителями поделился о желании присоединиться к тем людям. Потом он понял, что это будет призыв к действию.
Люди, сами того не замечая, впускают в свою жизнь журналистику. Каждый должен осознавать, какую роль она играет в обществе. Журналистика как один из китов, на котором стоит мир.
*признан иностранным агентом на территории РФ
**запрещенная организация на территории РФ
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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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top 10 call center outsourcing companies in 2023 if you re
looking to improve customer experience or optimize your operations it
s worth considering options beyond your own company today
outsourcing customer support to one of the top call center written by alexei piskunov wednesday apr 05 table of contents if you re
looking to improve customer experience or optimize your operations it s worth considering options beyond your own company today outsourcing
customer support to one of the top call center outsourcing companies is definitely a
smart business decision if you want to avoid all trials and
tribulations of running an in-house call center this solution can be a budget-friendly way to handle customer concerns while significantly improving the
level of customer satisfaction let s have a look at those bpo
companies that take the top positions in the industry discuss what makes them stand out
and go through the main tips for choosing the right call center why
outsourcing a call center creating a positive customer
experience is the main priority for most
companies with so many competitors offering similar products and services in today s marketplace it
can be challenging for any particular organization to stand out and
attract new customers additionally modern customers are ready
to pay more if they receive an outstanding experience offering excellent customer support services can give a business an edge over competitors
by boosting customer retention and generating positive reviews ultimately driving
profits conversely a poor customer experience can lead to customer loss
and negative reviews which can harm a business choosing the best call centers for your business guarantees increased
customer satisfaction streamlined operations and enhanced growth making it a crucial factor in achieving
success in today s competitive market us call center outsourcing
companies top list 1 helpware helpware is a leading
customer support provider with headquarters based in the usa with call centers spread across four continents the core
areas of expertise include a wide range of bpo services such as omnichannel
customer support technical support it support content moderation data annotation data entry
helpdesk back-office support etc since helpware positions itself as a reliable outsourcing partner for both startups and big enterprises there are companies of
different sizes among the clientele ranging from small
firms to renowned brands at helpware people come first and it pays off the needs of employees are the main priority and
it shows in their work as they provide exceptional service pros applying a customized approach
to recruiting and training dedicated agents offering exceptional
expertise in all kinds of customer support tailoring packages to cater to the specific needs of different businesses 2 xact xact is a highly flexible outsourced
call center based in orlando florida catering to businesses
of different sizes they specialize in providing technical support and customer support services to businesses operating across diverse industries including property
management e-commerce tourism healthcare hospitality and fintech xact has partnered with nice incontact since 2005 leveraging their cloud-based contact center toolkit
to ensure the utmost data security for their clients pros providing a personalized 24 7 telephone
answering service ensuring service continuity through their fail-safe
automatic transfer switches ats which seamlessly switch to an alternate power source during power outages 3 wing assistant the wing assistant is revolutionizing the
process of recruiting remote workers on a global scale this innovative outsourced call center provides a fully-managed virtual assistant
experience that helps entrepreneurs and small and medium-sized businesses scale by delegating laborious and time-consuming tasks to dedicated customer
service professionals for a fixed monthly cost they
offer outbound call center outsource solutions that are affordable and enable businesses to
level up and enhance their customer service and technical support and boost their sales pros a dedicated client success manager to
assist you in achieving your unique business goals and overcoming challenges a
diverse range of managed outsourcing services including back-office support and staffing
solutions with great potential in addition to call centers 4 triniter triniter is a renowned figure in the bpo industry with a global presence spanning the united states
the philippines and india this american call
center has established itself as the preferred outsourcing
provider for inbound and outbound call center solutions sought after by major corporations pros a decade-long track record of providing customer support across more than 30
domains 24 7 customer support with an impressive 98 9
positive feedback rate 5 tmp direct for over 34 years tmp has been providing bpo services advocating for clients brands and ensuring excellence through its team with
a global presence tmp direct manages connections and relationships across various industries they offer custom end-to-end solutions including crm tools it infrastructure
fulfillment and telecom platforms adapting to the evolving cx landscape
they handle various communication channels from inbound and outbound calls and
chats to social media and personalized correspondence pros providing
an in-house it development team that eliminates the need for multiple vendors 6 answerforce this is
proud of being on the list of five star call centers providing a range of professional call and chat answering services virtual reception services
appointment scheduling and more answerforce has experienced call center
agents at its disposal that are available round-the-clock to handle inbound and outbound calls and live chat support
and conduct customer surveys in a professional manner this
american call center works mainly with small and middle businesses covering such industries as home service restoration plumbing and electrical pros offering customized
solutions to meet the specific needs of clients within particular industries which allows answerforce to provide highly
tailored and effective services to their clients integrating with the client s
workflow software this enables businesses to manage their customer interactions efficiently without having to
switch between multiple platforms 7 fusion bpo services fusion bpo services group
is a company with huge experience more than 33 years in the industry and
offers voice services and other solutions to more than 250 businesses worldwide however
what makes this provider stand out is its unique locations in addition to popular bpo destinations like the united states india and the philippines the company has
offices in pretty exotic countries like el salvador jamaica morocco
and colombia with 22 locations in 10 countries fusion is capable of
delivering call center services in over 40 languages pros by strategically locating its offices around the globe
this company is able to offer 24 7 customer support across multiple
time zones making it easy for customers to get the help they need whenever they need it a
diverse workforce and multilingual capabilities enable them to provide support in various languages
making their services accessible to a wide range of
customers the outsourced customer service of this
provider is reasonably priced that varies depending on the expected amount of calls and service level you may require 8
supportyourapp supportyourapp is an outsourced customer support
company with a multinational team that provides inbound and outbound services and back-office customer support for innovative software and hardware companies they have received numerous awards for providing exceptional
customer experiences but their commitment to quality and security is
paramount supportyourapp is pci dss compliant and adheres
to the general data protection regulation gdpr pros
ensuring the highest data security standards and preventing any data
leaks they take great care in protecting sensitive information and clients can trust
that their data is safe streamlining the integration process with the help of
their dedicated integration department providing their clients
with a crm solution that integrates incoming calls chats and emails into one system and implementing ai solutions to the
chats which many small businesses find appealing 9 vcall global vcall global is a provider of innovative service solutions to
different businesses across various industries they offer a range of services including customer service tech support back-office solutions
interactive voice response ivr services telecom billing solutions and software development solutions
using advanced technology and infrastructure they offer common services through multiple
channels vcall global is the preferred choice
for businesses seeking a perfect blend of flexibility and quality in their services pros adhering
to turnaround times ensuring that clients receive their services in a timely
and efficient manner empowering their call centers with a robust cisco network which enables vcall global to offer seamless uninterrupted service to clients regardless of their location or the complexity of
their needs providing enhanced security features that protect client data and information ensuring that their privacy is always
maintained 10 call masters bpo the company provides inbound and
outbound call center services as well as remote administrative solutions such as data entry appointment setting reservation services etc
their streamlined workflow and marketing automation ensure that important phone calls are never missed with their expertise and dedication they can help businesses resolve customer queries acquire
leads and enhance administrative business processes too pros enabling businesses to easily
scale up or down based on demand and their remote employees to work in split shifts due to their cloud-based virtual call
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