Sunday, 09 October 2022 12:50

SARAH Featured

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Oh, my God! I have read countless times that there is no coincidence in life. Only the illusion of coincidence.

I dedicate this edition to my mother-in-law Late Mrs Cecilia Ominorisa Aberepikima, who died on August 7, 2022, in Lane Fox REMEO Respiratory Centre Redhill, United Kingdom. May her gentle soul rest in peace.

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I regular plan and lay out the topics of the Sure Word Blog Post at the end of each year for the preceding year. I am flexible and can upgrade, downgrade, make changes, improve, delete completely, or replace these topics and subjects.

August, September, and October were incredibly challenging months. It was when my family experienced a considerable loss in our life. We shared the loss of a loved one. I remembered my pain when I passed the news to my children and how they cried and wept. I felt their misery.

We were preparing to drive from London to Redhill, where my mother-in-law was recovering after heart surgery. The centre called to inform us that my mother-in-law had gone to meet with the Lord. She was dear to us. So, you can imagine how her death affected us. My wife just lost her mum. My children just lost their grandma. I lost my mother-in-law.

I received a call three days later from one of my wife's friends, who had called my wife earlier and was not satisfied with the mood of my wife. She felt my wife was not grieving and wanted to know if everything was all right. My optimistic response made her worried. She asked if we were both all right. I told her that we were. She exclaimed, "Why will you be all right? You just lost someone dear and precious." I explained to her that we had gone through our grieving already. How can this be, seeing it is not even up to four days since we experienced the loss?

Learning more about the grieving process can help you understand what you are going through. Grief affects us all in diverse ways. It is important to remember there is no 'normal' way to grieve. Most people want you to grieve in a certain way. The many distinct aspects of grief can come as a shock. One of the most frequent questions is, 'is this normal?' The people calling were in shock at the time they called. I tried to explain to them their current state of mind. I use the SARAH change management methodology to explain how they feel, how we think, and the different stages they will go through. We are not all in the same place of grieving at the same time.

Everyone goes through the SARAH method of change when there is a change. The change could be anything. The methodology focuses more on business change. SARAH's method of change is the emotion people go through when they experience an event that comes with a change.

The SARAH model of change of shock, anger, rejection, acceptance, and hope are normal emotions that people go through and should be expected in a new business change initiative. Although this is a huge topic in Six Sigma, it is an emotional aspect we all experience daily.

SHOCK.
The consultant approached my wife and me two weeks before the death of my mother-in-law. He tried to tell us indirectly that all data and road leads to death, and we should start preparing our mind towards death. He was honest, caring, and polite. He was even patient with us.

Shock is a critical condition brought on by the sudden drop in blood flow through the body. Shock may result from trauma, heatstroke, blood loss, an allergic reaction, severe infection, poisoning, severe burns, or other causes. When a person is in shock, their organs are not getting enough blood or oxygen.

We were shocked from getting the fact that my wife would lose her mum, my children their grandmother, and I will lose my mother-in-law. There was a sudden drop in blood flow through my body. I was sweating on my palms. I put on faith and believed that God would turn this around. I went to her bedside and began to pray for her.

ANGER.
Once the shock subsided, I became angry. Shock can lead to anger as people begin to understand what the business change may mean to them. Here, I began to understand how her death would affect the family. Anger can be a good thing. It can give you a way to express negative feelings or motivate you to find solutions to problems. I started thinking about how to mitigate issues arising from her death.

REJECTION.
The next stage is rejection. People may reject the idea of the new business change initiative and wish to be left alone and continue with their existing ways of working. Deep inside, people at this stage may also appreciate that the business change initiative is happening and stopping the initiative is not a plausible option. This stage is also the cycle's lowest point; the only way from here is up.

I struggled, but I needed to be strong for my family. My children are not aware of what is coming. They always visit the hospital with my wife and me, and I know when the time comes, they will understand. We will be there to support them as they go through their SARAH emotion.

ACCEPTANCE.
At this stage, people come to terms with the business change initiative and are ready to accept it.

My wife visited the Respiratory Centre on Wednesday and returned around 1.30 AM the next day. We were unable to talk. On Thursday around 22:00 hrs, she told me her mother's health had declined, and it looked like this was it. I could not sleep. I came back to my computer and continued to work. That was when I accepted the change.

We visited every Sunday from 13:00 hours, but we were called by 08:30 that her health had deteriorated more, and we should start coming. We decided to leave earlier than we usually do. While getting ready at 10:00 hours, they called and gave us the news of her death.

HOPE.
The final stage is hope. It is when people begin to see the positive sides of the new business change initiative and its benefits to them and the organisation. In this case, we begin to see the positive side of the death of our mother, grandmother, and mother-in-law.

Hope is an optimistic state of mind based on an expectation of positive outcomes concerning events and circumstances in one's life or the world. Hope is forward-looking faith.

Despite our loss and the shock, anger, rejection, and acceptance of the event, we have hope and look forward to the things we hoped her death would bring as a positive to our lives.

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The reality is that you will grieve forever. You will not 'get over' the loss of a loved one; you will learn to live with it. You will heal and you will rebuild yourself around the loss you have suffered. You will be whole again but you will never be the same. Nor should you be the same nor would you want to.
― Elizabeth Kübler-Ross and David Kessler

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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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