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Customer Support Outsourcing: Enhancing Efficiency and Customer Satisfaction

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Customer Support Outsourcing. Illustrative photo. Image credit: Tima Miroshnichenko via pexels.com, free license

Outsourcing customer support has become a strategic move for many businesses looking to enhance efficiency and improve customer satisfaction. In today’s fast-paced and competitive market, companies are increasingly turning to outsourcing as a cost-effective solution to manage customer inquiries and support services. This article explores the benefits, challenges, best practices, and future trends of customer support outsourcing.

Introduction to Customer Support Outsourcing

Customer support outsourcing involves partnering with third-party service providers to handle customer inquiries, technical support, and issue resolution. This allows businesses to focus on their core competencies while leveraging the expertise of specialized support teams.

Benefits of Outsourcing Customer Support

Outsourcing customer support offers several advantages, including:

  • Cost savings: Outsourcing can reduce operational costs associated with maintaining an in-house support team.
  • Scalability: Outsourcing providers can scale resources based on fluctuating customer demands.
  • 24/7 support: Outsourced teams can provide round-the-clock support, enhancing customer satisfaction.
  • Access to expertise: Outsourcing partners often have specialized knowledge and skills in customer support technologies.
  • Focus on core activities: Businesses can concentrate on core functions, such as product development and marketing.

Factors to Consider Before Outsourcing

Before outsourcing customer support, businesses should consider factors such as:

  • Service quality: Ensure that the outsourcing partner can maintain high-quality support services.
  • Communication channels: Determine which communication channels (phone, email, live chat) are essential for your customer base.
  • Data security: Evaluate the outsourcing provider’s data security measures to protect customer information.
  • Cultural fit: Consider cultural differences that may impact customer interactions and satisfaction.

Types of Customer Support Outsourcing

There are several types of customer support outsourcing, including:

Call Center Outsourcing

Call center outsourcing involves outsourcing inbound and outbound call services to handle customer inquiries, sales, and support.

Email Support Outsourcing

Email support outsourcing focuses on managing customer queries and issues through email communication.

Live Chat Support Outsourcing

Live chat support outsourcing provides real-time assistance to customers through chat platforms on websites or mobile apps.

Best Practices for Outsourced Customer Support

To ensure successful outsourced customer support, businesses should follow best practices such as:

  • Training and onboarding: Provide comprehensive training to outsourcing teams on products, services, and support protocols.
  • Performance monitoring: Implement metrics and KPIs to measure the effectiveness of outsourced support.
  • Seamless integration: Integrate outsourced support services seamlessly with internal systems for a unified customer experience.
  • Continuous improvement: Regularly assess and improve outsourced support processes based on feedback and analytics.

Challenges of Outsourcing Customer Support

While outsourcing offers benefits, it also presents challenges such as:

  • Communication barriers: Language differences and cultural nuances can impact communication with outsourced teams.
  • Quality control: Ensuring consistent quality standards across outsourced support channels can be challenging.
  • Data privacy concerns: Protecting customer data and complying with regulations are critical considerations.

How to Choose the Right Outsourcing Partner

When selecting an outsourcing partner for customer support, consider factors such as:

  • Industry experience: Choose a provider with expertise in your industry and customer support requirements.
  • Reputation and reviews: Research the outsourcing partner’s reputation, client testimonials, and case studies.
  • Scalability and flexibility: Ensure the provider can scale services as your business grows and adapt to changing needs.
  • Technology capabilities: Assess the outsourcing partner’s technology infrastructure and support capabilities.

Cost Analysis of Customer Support Outsourcing

The cost of outsourcing customer support varies based on factors such as the scope of services, volume of support requests, and provider rates. Conduct a thorough cost analysis to determine the ROI and long-term benefits of outsourcing.

Future Trends in Customer Support Outsourcing

The future of customer support outsourcing is shaped by trends such as:

  • AI and automation: Integration of AI-driven chatbots and automation tools to enhance support efficiency.
  • Omnichannel support: Offering seamless support across multiple channels (phone, email, chat, social media).
  • Data analytics: Utilizing customer data and analytics for personalized support and predictive insights.
  • Virtual assistants: Implementing virtual assistants for self-service options and quick resolutions.

Conclusion

Customer support outsourcing presents opportunities for businesses to streamline operations, improve customer experiences, and drive cost savings. By carefully evaluating outsourcing partners, implementing best practices, and embracing emerging technologies, companies can achieve sustainable growth and customer loyalty.

FAQs

  1. Is customer support outsourcing suitable for small businesses? Yes, customer support outsourcing can be beneficial for small businesses. It allows them to access professional support services without the need for a large in-house team, saving costs and enabling focus on core business activities.
  2. How can businesses ensure data security when outsourcing customer support? Businesses can ensure data security by partnering with reputable outsourcing providers that have robust security measures in place. This includes encryption of sensitive data, adherence to data protection regulations, regular security audits, and training for outsourced teams on data handling protocols.
  3. What are the key metrics to measure the success of outsourced customer support? Key metrics for measuring the success of outsourced customer support include customer satisfaction scores (CSAT), average response time, first call resolution rate, customer retention rates, and Net Promoter Score (NPS). These metrics help assess the quality and effectiveness of support services.
  4. Are there any risks associated with outsourcing customer support? Yes, there are risks associated with outsourcing customer support, such as communication barriers, quality control issues, data privacy concerns, and dependency on third-party providers. However, these risks can be mitigated through careful vendor selection, clear communication channels, and regular performance monitoring.
  5. What role does cultural sensitivity play in outsourced customer support? Cultural sensitivity is crucial in outsourced customer support as it impacts customer interactions and satisfaction. Outsourced teams should be trained on cultural nuances, language preferences, and customer expectations to deliver personalized and empathetic support experiences across diverse demographics.

Israel must allow ‘quantum leap’ in aid delivery UN chief urges, calling for change in military tactics

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United Nations News
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Israel must allow ‘quantum leap’ in aid delivery UN chief urges, calling for change in military tactics
UN Photo/Eskinder Debebe - UN Secretary-General António Guterres briefs the media outside the Security Council on the situation in Gaza.

Israel must make meaningful changes in the way it is fighting in Gaza to avoid civilian casualties while also undergoing “a true paradigm shift” in lifesaving aid delivery, the UN chief said on Friday. 

Marking six months of war since the “abhorrent” Hamas-led terror attacks of 7 October, António Guterres told journalists at UN Headquarters in New York that nothing could justify the horror unleashed by Palestinian militants that day. 

“I once again utterly condemn the use of sexual violence, torture injuring and kidnapping of civilians, the firing of rockets towards civilian targets and the use of human shields”, he said, calling again for the unconditional release of all hostages still being held in the Gaza Strip. 

Having met many of the family members of those held captive “I carry their anguish, uncertainty and deep pain with me every day”, added Mr. Guterres. 

‘Relentless death’ 

But the past six months of Israel’s military campaign has also brought “relentless death and destruction to Palestinians”, with over 32,000 reported killed, the vast majority women and children. 

“Lives are shattered. Respect for international law is in tatters”, he said. 

The resulting humanitarian disaster is unprecedented, with more than a million “facing catastrophic hunger.” 

Children are dying due to lack of food and water: “This is incomprehensible and entirely avoidable”, the UN chief declared, repeating that nothing can justify such collective punishment. 

Weaponized AI 

Mr. Guterres said he was deeply troubled by reports that the Israeli military has been using AI to help identify targets during its relentless bombing of densely populated areas of Gaza. 

“No part of life and death decisions which impact entire families should be delegated to the cold calculation of algorithms”, he said. 

AI should only be used as a force for good, not to wage war “on an industrial level, blurring accountability.” 

UNRWA staff in Amman, Jordan, attend a ceremony to remember colleagues who have lost their lives in Gaza.

Humanitarian deaths 

Branding the war “the deadliest of conflicts”, he highlighted that 196 humanitarians including over 175 UN staffers have been killed, the vast majority serving with Palestine relief agency UNRWA. 

“An information war has added to the trauma – obscuring facts and shifting blame”, said the UN chief, compounded by Israel denying journalists entry into Gaza, consequently allowing disinformation to spread. 

Tactics must change 

And following the appalling killing of the seven staffers with World Central Kitchen, the main problem is not who made the mistakes but “the military strategy and procedures in place that allow for those mistakes to multiply time and time again”, the Secretary-General said. 

“Fixing those failures requires independent investigations and meaningful and measurable changes on the ground.” 

He said the UN had been told by the Israeli Government that it was now planning to allow a “meaningful increase” in the flow of aid to Gaza. The UN chief said he sincerely hoped the increase in aid would materialize quickly. 

‘Failure would be unforgivable’ 

“Dramatic humanitarian conditions require a quantum leap in the delivery of life-saving aid – a true paradigm shift.” 

He noted last week’s Security Council resolution calling for hostages releases, civilian protection and unimpeded aid delivery.  

“All those demands must be implemented. Failure would unforgivable”, he said. 

Six months on, the world stands on the brink of mass starvation in Gaza, a regional conflagration and a “total loss of faith in global standards and norms.”

A boy runs through the destroyed streets of Gaza.
A boy runs through the destroyed streets of Gaza.

Unprecedented violations: UN rights office 

The violations committed since 7 October in Israel and Gaza, as well as the destruction and suffering of civilians in the enclave are unprecedented, the UN human rights office, OHCHR, said on Friday, warning that the risk of further atrocity crimes is high. 

OHCHR upheld the need to ensure aid delivery and the protection of humanitarian workers, noting that attacks against them may amount to war crimes. 

The Israeli airstrikes that killed the World Central Kitchen personnel underline the horrific conditions under which humanitarians are operating in Gaza, said Spokesperson Jeremy Laurence told journalists in Geneva. 

“Israel has also killed law enforcement officials and others involved in securing humanitarian aid delivery, directly contributing to the breakdown of civil order and putting humanitarian workers and those in need of aid in further danger,” he added. 

Following the attacks, World Central Kitchen and other NGOs suspended aid delivery and distributions in Gaza, “increasing the already real risk of more deaths from famine and disease at larger scale.” 

War crimes warning 

Mr. Laurence recalled that international law requires all warring parties to respect and protect humanitarian personnel and ensure their safety, security, and freedom of movement. 

As the occupying power, Israel has the additional obligation to ensure, to the fullest extent possible, that the basic needs of Gaza’s population are met. This means the authorities must either ensure that people can access food and medical care or facilitate the work of humanitarians delivering this assistance.  

“Attacking people or objects involved in humanitarian assistance may amount to a war crime,” he said. 

He pointed out that UN Human Rights High Commissioner Volker Türk has repeatedly stated that impunity must end. 

Scientology Unveils 8800 m2 statement in Paris just before the Olympics

By
Juan Sanchez Gil
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The Church of Scientology recently opened its “Ideal Organization”, in Paris with a ceremony that showcased the city’s rich cultural heritage. Ideal Orgs is how Scientologists call the new breed of their places of worship that are fully equipped to show what is Scientology and deliver all their congregational services. The impressive six-story building in Avenue President Wilson of Gran Paris Saint-Denis, made of glass and wood, was unveiled amidst excitement on Saturday. The event attracted figures from the International Association of Scientologists (IAS) as well as esteemed guests, from various parts of France.

Presiding over the historic event was Mr. David Miscavige, Chairman of the Board Religious Technology Center and ecclesiastical leader of this young but established, growing religion. In his address to the exuberant crowd, Miscavige expressed the significance of setting this new spiritual home in the city. “While we’ve opened Ideal Orgs in other cultural epicenters, megacities of significance to our entire global movement, well, this one crowns them all. After all, you are in the Cultural Capital of Earth, and at the top of every ‘Best’ list. Best art. Best food. Best … Tower”.

Mr. David Miscavige also mentioned the significance of Paris, as a symbol of freedom highlighting the similarities, between the city’s principles and the Church’s core mission. “There is a birthright of this land that cannot be forgotten. It traces back to the strong voices of your Enlightenment in ages past,” he said. “By that I mean those who first championed the rights of man, the dignity of man and who gave birth to a phrase all but synonymous with the spirit of this day: Liberty, Equality and Fraternity. I say nothing better represents those ideals—and, in fact, the doingness required to attain those ideals—than your new Ideal Organization of Paris.”

One of the guest speakers at the event was Dr. Mouslim Fidahoussen, a religious scholar, expert in interfaith matters and an Imam. Fidahoussen commended the Church for its contributions in spreading positivity and joy through L. Ron Hubbard’s moral guidelines known as The Way to Happiness. “Even right here in district 93, your legacy precedes you. Your teams have delivered The Way to Happiness to places where happiness was probably considered just a fairy tale,” he said.

Another speaker, Mr. Jean Maher, an international human rights expert who has served as an advisor on rights issues to both European and US national governments, highlighted the Church’s passion for championing human rights. “As a citizen of France, I certainly consider it a duty and honor to carry forward this legacy of human rights. And your tradition of service includes delivering no less than 400,000 Human Rights booklets to the city squares, the train stations and all across France,” Maher said.

Mr. David Guyon, a lawyer expert on constitutional law and university lecturer who has fought against forced psychiatric commitment, spoke of the Church’s partnership with the Citizens Commission on Human Rights (CCHR) in shining a light on the abuse of forced incarceration in hospitals. “You are the ones breaking the stranglehold of psychiatry and giving thousands back their lives!” he exclaimed.

Representing the United Religions Initiative, Dr. Petar Gramatikov, a member of the United Nations NGO Committee on Freedom of Religion or Belief in Geneva, praised the Church’s work in promoting dialogue with other religions. “If you want to know who is the voice of interfaith progress, it’s you—the Church of Scientology! You have demonstrated an unconditional commitment to interreligious unity,” Gramatikov said.

The final guest speaker, Ms. Elodie Maumont, a tenacious attorney who specializes in defending civil liberties and religious freedom, expressed her admiration for the Church’s persistence and passion. “Today is the embodiment of your persistence in broad shining daylight,” she said. “This moment is your realization. It was driven by your perseverance and your passion. If we could bottle just a small amount of the life you bring to what you do, this world would be a different, brighter and peaceful one.”

As the ceremony drew to a close, Mr. Miscavige addressed the crowd once more, declaring, “And with that, we prepare to welcome Paris, in totality. So will begin your new legacy, as you invite the world to discover Scientology like never in history. But for now, today, we celebrate this stellar Ideal Org in the City of Light.”

With that, the grand blue ribbon atop the glistening building was cut, fireworks shot up, and the multitudes eagerly thronged through the doors to tour the exquisite new spiritual home, the Ideal Church of Scientology and Celebrity Centre Grand Paris, now open to all.

The new Church not only provides a hub for Scientology services, but also serves as a community center, hosting a range of events and programs, from interfaith forums and human rights summits to drug education conferences and cultural performances. Its Public Information Center offers visitors a comprehensive introduction to the beliefs and practices of the Scientology religion, as well as the Church’s various humanitarian initiatives.

The inauguration of this Ideal Org in Paris marks a significant milestone in the ever-growing global expansion of the Church of Scientology. Over the past years, the Church has opened new Ideal Organizations in major cities around the world, including London, Berlin, Tokyo, Mexico City, Madrid, Taiwan, Hamburg, Budapest, Copenhagen, and several many more across the United States; and in the last 6 weeks a total of 4 new places of worship Mexico del Valle, Chicago, Austin and now Paris.

As the City of Light welcomes this stunning new addition to its iconic landscape, the Church of Scientology’s presence in Paris is poised to inspire and uplift the community, fostering “greater understanding, cooperation, and a shared commitment to the ideals of liberty, equality, and fraternity that have long defined the city’s legacy”, said Ivan Arjona, church’s representative in Europe.

The owner of a chain of liquor stores is the fastest-growing billionaire in Russia

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Newsroom
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The founder of the “Krasnoe & Beloe” (red and white) store chain, Sergey Studennikov, became the fastest-growing Russian businessman in the last year, Forbes reports. During the year, the 57-year-old billionaire became 113% richer and now his fortune is estimated at 3.2 billion dollars.

The owner of the retail chain is the only Russian who managed to double his capital after the demand for alcohol in the country increased sharply.

According to the Federal Service for the Regulation of Alcohol and Tobacco Markets, last year Russians bought 229.5 million deciliters (2.3 billion liters) of strong alcoholic beverages – a record volume for all statistics. Compared to 2022, sales of strong alcohol have increased by 4.1%, or by almost 100 million liters.

The second place in the list of entrepreneurs who increased their wealth the fastest and most sensitively is occupied by the former owner of Tubular Metallurgical Company (TMK) and the “Sinara” group, Dmitry Pumpyansky. He has become richer by 94%, his current capital is estimated at 3.3 billion dollars.

Third in the ranking is the main owner of the investment group “Region” Sergey Sudarikov, who has become richer by 80% (current net worth of 1.8 billion dollars).

In just one year, 64 big Russian businessmen managed to increase their wealth, and in total they became richer by 68.5 billion dollars, according to Forbes.

The number of dollar billionaires in Russia increased from 110 to 125 people during the year. This is the highest indicator for the entire history of the list of the richest businessmen in the world. The total wealth of Russian participants in the rating increased by 14% and amounted to 576.8 billion dollars. 19 Russians are included in the list for the first time.

The leader in the ranking is the founder of “Lukoil” Vagit Alekperov, who became richer by 8.1 billion dollars for the year. Alekperov’s total fortune is estimated at $28.6 billion.

In second place on the list is the head of “Novatek” Leonid Mikhelson with a fortune of $27.4 billion, and third is the main shareholder of NLMK Vladimir Lisin ($26.6 billion). Next, the head of the board of directors of “Severstal” Alexey Mordashov ($25.5 billion) and the president of “Norilsk Nickel” Vladimir Potanin with a fortune of $23.7 billion.

At least seven Russian billionaires renounced their Russian citizenship last year. Among them are Usmanov’s former partner, the billionaire Vasily Anisimov ($1.6 billion), the founder and main owner of the Freedom holding Timur Turlov ($2.4 billion), the founder of the Troika Dialog investment company Ruben Vardanyan ($1.3 billion dollars), the founder of the investment company DST Global Yuri Milner (7.3 billion). In addition, the founder of Revolut Nikolai Storonsky ($7.1 billion), the founder of the energy company Areti Igor Makarov ($2.2 billion) and the founder of Tinkoff Group Oleg Tinkov ($0.86 billion, estimate made after the sale of the Tinkoff bank).

Illustrative Photo by Adrien Olichon: https://www.pexels.com/photo/liquor-bottle-lot-2537608/

The flights of an Antalya-based airline banned in EU for connections with Russia

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Newsroom
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The European Union (EU) has imposed a flight ban on Antalya-based airline Southwind, claiming it is linked to Russia.

In the news published on Aerotelegraph.com, it is reported that the investigation carried out by the Finnish aviation authorities concluded that the majority ownership and effective control of the airline is in Russia and that it is connected to Russian financial groups. For this reason, Finland did not allow the company to fly between Antalya and Helsinki.

Immediately following this decision, Brussels on Thursday, March 28, also announced that the company Southwind Airlines, whose official name is Cortex Aviation and Tourism Trade, is prohibited from taking off, flying and landing in the territory of all EU member states, in accordance with Article 3d, Article 31 of Regulation No. 833/2014.

It was noted that the ban in question would be implemented immediately.

The company will also not be able to fly to Zurich, Switzerland, which is not a member of the EU, but all European airspace is closed to Southwind Airlines.

EU sanctions against Russia are extensive and unprecedented. These include targeted restrictive measures, economic sanctions, diplomatic and visa measures.

These measures are part of the EU’s response to Russia’s war of aggression against Ukraine and aim to support Ukraine’s territorial integrity and sovereignty, as well as to hold Russia accountable for its actions.

Over 200 million dogs and even more cats roam the streets of the world

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Newsroom
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A cat gives birth to up to 19 kittens a year, and a dog – up to 24 puppies.

According to the World Health Organization (WHO), over 200 million dogs and even more cats roam the streets worldwide. This was announced by the Four Paws Foundation. On the occasion of World Homeless Animals Day, which is celebrated on April 4, the animal welfare organization recalls the need for a loving home for every cat and dog in the world. A cat can give birth to up to 19 kittens a year, and a dog can give birth to up to 24 puppies, adding to the overpopulation problem and their suffering.

“Every dog and cat deserves a loving home. Irresponsible owners are one of the main causes of the problem of stray animals. That’s why Four Paws works closely with communities to create a culture of adoption and supports shelters with expertise. When there are more stray animals than available homes, we work with communities to foster caring and supportive relationships with animals. Our therapy dogs are the best example to show that every stray animal deserves a second chance and can change our lives,” says Manuela Rawlings, Head of European Stray Animal Aid and Public Engagement at Four Paws “.

The foundation also trains homeless animals to be therapy dogs that help children with their learning and social skills, provide lonely people in nursing homes with gratuitous love and comfort, or facilitate the treatment of patients. With the “Animals Helping People” project, therapy dogs act as role models and can help change society’s attitudes towards homeless animals.

“Four paws” works actively in both Asia and Europe. Since 1999 – also in Eastern Europe, where the largest number of stray dogs in Europe has been registered. Together with local partners in Romania, Bulgaria and Kosovo, the foundation implements humane, sustainable and community-led dog and cat population management programs. Since then, more than 240,000 stray cats and dogs have been sterilized and vaccinated, the organization said.

Illustrative Photo by Snapwire: https://www.pexels.com/photo/orange-tabby-cat-beside-fawn-short-coated-puppy-46024/

The Estonian Church differed from the idea of the Russian world replaces the evangelical teaching

By
Charlie W. Grease
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Holy Synod of the Estonian Church cannot be accepted the idea of the Russian world replaces the evangelical teaching

The Holy Synod of the Estonian Orthodox Church, which is an autonomous church under the Moscow Patriarchate, issued a statement on April 2 that differed from the adopted program document of the World Council of the Russian People, held at the end of March at the Christ the Savior Church in the Russian capital .

This is another Russian church jurisdiction outside the borders of the Russian Federation, which is forced to explain to its parishioners and local secular authorities whether it shares the ideas of the political and ecclesiastical center in Moscow.

The document “Present and Future of the Russian World” speaks of the divine election of the Russian people and the existence of a “Russian world” whose borders go beyond the borders of the Russian Federation and whose visible center is in Moscow. Moscow is waging a “holy war” for the liberation of the “Russian world” on the territory of its neighboring country, which is called “southwestern Russian lands”. Western democracies are defined as “satanic” and enemies of God’s chosen Russian people, who are destined to save the world.

The silence of the Estonian Metropolitan Evgeni, who was denied a permit to stay in Estonia and manages the diocese remotely from Moscow, was read by the authorities in Estonia as a political agreement with this document.

In the Estonian parliament, they raised the question of why a week after the issuance of the so-called “nakaz” (Russ. execution decree) The Estonian Orthodox Church has not commented on it. The Estonian MP A. Kalikorm from the leading party “Fatherland” proposed to terminate the profitable leases of the Estonian Church for symbolic sums for a period of 50 years: “The tenant publicly declares his desire to wage a holy war against his landlord. Such a tenant must release the premises due to unscrupulous behavior and stop its anti-Estonian actions here. The government has no other option but to terminate the contract and transfer the properties to the Estonian Apostolic Orthodox Church (Patriarchy of Constantinople). This will preserve the possibility for all Orthodox believers to continue to serve God in the churches “.

Due to these and other actions of the secular authorities, the Synod of the Church of Estonia issued a statement.

The statement said, first, that the document was the work of a public organization, not a church one, although it was chaired by the Russian Patriarch Kirill and involved dozens of metropolitans and members of the Synod of the Russian Orthodox Church. In addition, the members of the Estonian Church are said to love their homeland Estonia and consider themselves part of the local society, which the document defines as hostile to the godly “Russian world”.

Finally, it is stated that the idea of the Russian world supersedes the evangelical teaching and cannot be accepted by Christians in Estonia.

Here is the full text of the statement:

“At the end of March this year, a meeting of the World Russian People’s Assembly was held in Moscow, the decisions of which had a great impact in Estonian society. Understanding the concern of the society, the Synod of the Estonian Orthodox Church of the Moscow Patriarchate sends a message to the parishioners of our churches and to all , who are interested in the position of the Estonian Orthodox Church.

The Russian People’s Assembly is a public organization of another country, whose decisions, despite the participation of representatives of the Russian Orthodox Church, have no relation to the Estonian Orthodox Church of the Moscow Patriarchate. Many times in the statements of our Synod we have indicated the self-government of our Church in “ecclesiastical-economic, ecclesiastical-administrative, school-educational and ecclesiastical-civil matters” (Tomos 1920). We do not accept the final document of this Council because, in our opinion, it does not correspond to the spirit of evangelical teaching.

The parishioners of the Estonian Orthodox Church (EOC) as citizens and residents of Estonia have a deep respect and love for the culture, customs and traditions of their country and consider themselves a part of the Estonian society.

The idea of the Russian world replaces the evangelical teaching and we as Christians cannot accept it. The church is called to preach peace and unity in Christ. In our churches we preach this every day. Thanks to this, people of different views, different nationalities, different beliefs have the opportunity to participate in the worship service and receive spiritual support, support and consolation.

We call on all members of the Estonian Orthodox Church (EOC) to pray for the peace and security of all people in our independent Estonia.”

Religion will no longer be taught in Russian schools

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Newsroom
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From the next academic year, the subject “Fundamentals of Orthodox Culture” will no longer be taught in Russian schools, the Ministry of Education of the Russian Federation foresees with its order of February 19, 2024.

The subject area and the subject “Fundamentals of spiritual and moral culture of the peoples of Russia” are excluded from the federal state standard for basic general education.

Thus, Orthodoxy will not be a separate subject for students from grades 5 to 9. Instead, some topics will be included in the subject “History of our region” or local knowledge. It is planned to develop “uniform history textbooks to be used in all educational organizations implementing educational programs for basic general education,” says the explanatory note to the document.

“Fundamentals of Orthodox Culture” was compulsory in Russian schools from the 5th to the 9th grade, and in the last grade there was also an exam on the subject. The main requirement for the subject was to have a “cultural character” and “to educate patriotic values”. In addition to Orthodoxy, students could also study Islam, Buddhist, Jewish culture or secular ethics. The subject was introduced experimentally in 2010 in some regions, and since 2012 it has become compulsory for all Russian schools. The largest number of students (or their parents) chose the subject “Secular Ethics”, traditionally over 40%, and about 30% of students chose Orthodoxy.

The Moscow Patriarchate has decided to create a commission to examine the unilateral decision of the Ministry of Education “to harmonize the positions”.

Mother makes 200km emergency trip across rural Madagascar to save baby

By
United Nations News
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Mother makes 200km emergency trip across rural Madagascar to save baby

“I thought I was going to lose my baby and die on the journey to hospital.”

The chilling words of Samueline Razafindravao, who had to make the harrowing hours-long trip to the nearest specialist hospital in Ambovombe town in the Androy region of southern Madagascar after it became clear she might lose her child if she did not seek urgent medical attention.

Ms. Razafindravao spoke to UN News ahead of World Health Day, marked annually on 7 April.

In a country where many babies are born at home and where a traditional midwife may be paid a chicken to deliver a baby, the decision she had to make was a momentous one.

“I tried to give birth at home because I was worried about the expense of going to hospital,” she said, “but I knew I was having too many difficulties, so I went to the local health centre.”

Health carers there recognised that she needed a more sophisticated level of care and called an ambulance from the Androy Regional Referral Hospital, a journey across a region laced with unyielding roads.

“The baby was pushing a lot and then suddenly was not moving. I thought I was going to die and lose the baby as well.”

Lack of ambulances

It’s a rare lifesaving luxury and an unusual opportunity to be able to call an ambulance in Madagascar. But, then the Androy Regional Referral Hospital is perhaps not a typical hospital in what is one of the poorest regions in one of Africa’s poorest countries.

It has developed into a specialist hospital for a range of services, including maternal health, thanks in part to the support of United Nations agencies working in the country. The United Nations sexual and reproductive health agency, UNFPA, provided one of the two ambulances the hospital has at its disposal.  

The agency also supports a surgeon who carries out Caesarean sections as well as obstetric fistula surgery as well as two midwives who help with delivering babies and family planning. It has also provided incubators for premature babies and birthing kits for mothers.

Solar panels provide a reliable source of electricity to the hospital.

UNFPA’s Dr. Sadoscar Hakizimana, a surgeon who has delivered dozens of babies by Caesarian section at the hospital, believes that a concentration of maternal health services is the key to saving more lives.

“Many pregnant women, perhaps 60 to 70 per cent, who arrive here have already lost their baby because they have sought medical help too late,” he said, “but we have a 100 per cent success rate of healthy births, either natural or Caesarian, for those mothers who arrive on time, as we have a range of care options we can offer them.”

All the care is free and is complemented by other services provided by different UN agencies. The UN Children’s Fund (UNICEF) is providing nutritional and medical care for children suffering from severe acute malnutrition as well as information sessions on good nutritional practices for parents.

The World Health Organization (WHO) is providing services for people with disabilities and those with mental health challenges.

And UN Development Programme (UNDP) has worked with the hospital to install solar panels to ensure that the equipment essential to keeping people alive is not rendered inoperable by the sometimes erratic power supply from the grid.

Dr. Germaine Retofa helps a new mother to breastfeed.

Dr. Germaine Retofa helps a new mother to breastfeed.

Dr. Germaine Retofa, the acting Regional Director for Public Health in Androy, has overseen the integration of services at the hospital which has led, amongst other improvements, to a reduction in maternal and infant mortality as well as an increase in childhood vaccination.

“It makes sense to bring all these services together, as we can offer a more holistic approach to health care which may include maternal health services alongside nutrition advice and care for malnourished children,” she said. “It’s also easier to add additional services when we have this structure in place.”

The UN in Madagascar is focusing its resources on what it is calling “convergence zones”, which allows UN humanitarian and development-focused agencies to coordinate long-term interventions. 

Young mothers recover in the maternity ward of the Androy Regional Referral Hospital .

Young mothers recover in the maternity ward of the Androy Regional Referral Hospital .

“In these convergence zones, it’s really important to underscore that development and humanitarian actors work in partnership,” said Natasha van Rijn, the Resident Representative for the UNDP in Madagascar.

“If we allow ourselves to look at the situation in Madagascar with all the complexity it deserves, then we have a chance of addressing the needs in all their complex multisectoral dimensions,” she added.

Back at Androy Regional Referral Hospital, Ms. Razafindravao and her now four-day-old baby girl, who was ultimately born by Caesarean section, are doing well on the maternity ward. As a young mother, she is learning how to breastfeed her baby, who she has named Fandresena, and before long, she’ll make the long 200 km journey back home, but this time not in an ambulance called in an emergency.

 

  • Strengthen resilience and adaptation to climate-related hazards and natural disasters
  • Integrate climate change measures into national policies, strategies and planning
  • Improve education, awareness-raising and human and institutional capacity on climate change mitigation, adaption, impact reduction and early warning
  • Raise capacity for effective climate change-related planning and management in least developed countries

The UN Framework Convention on Climate Change (UNFCCC) is the primary international, intergovernmental forum for negotiating the global response to climate change.

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One in seven deepwater sharks and rays at risk of extinction

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A shark – illustrative photo. Image credit: Pixabay (Free Pixabay license)

One in seven species of deepwater sharks and rays are threatened with extinction due to overfishing, according to a new eight-year study released today in the journal Science.

Specifically, the analysis found that sharks and rays are caught as incidental bycatch in fisheries targeting more commercially valuable species. However, they are kept due to the value of their oil and meat. This, partnered with a recent global expansion in the trade of shark liver oil, have resulted in steep population declines.

“About half of the world’s sharks are found below 200 metres, below where the sunlight reaches into the ocean,” says Nicholas Dulvy, Distinguished SFU Professor of Marine Biodiversity and Conservation.

“The first time they see sunlight is when they’re hauled onto the deck of a fishing boat.”

This new analysis by Dulvy assessed more than 500 species of sharks and rays and engaged more that 300 experts from around the world. It found that about 60 species are threatened with an elevated risk of extinction due to overfishing, according to the criteria of the International Union for Conservation of Nature (IUCN) Red List of Threatened Species.

“As the high seas and the coastal waters are becoming depleted in many countries of the world, we’re incentivizing fishers to fish offshore and it’s become technologically viable to fish up to a kilometre deep,” Dulvy says.

Deepwater sharks and rays are among the most sensitive marine vertebrates because of their long lifespans and low reproductive rates. They have life cycles more similar to marine mammals such as whales and the walrus, which were formerly exploited for their oils and are now highly protected.

“Many deepwater sharks and rays can only withstand very small amounts of fishing pressure,” says Dulvy. “Some species may take 30 years or more to mature, and possibly up to 150 years in the case of the Greenland Shark, and only produce 12 pups throughout their entire life.”

Sharks and rays maintain their buoyancy by having a fatty liver, but this fat is highly prized. It’s used widely in cosmetics, nutrient supplements and for medicines, like vaccines. There has also been an increase in skate fisheries to support demand for fermented skate, a traditional Korean delicacy.

“There’s been great success in regulating shark fin trade. Now we need to turn our attention to regulating the international trade in liver oil.”

In addition to regulating the international trade in shark liver oil, the study also endorses a global push to protect 30 per cent of the world’s oceans by 2030. Protecting 30 per cent of the deep ocean (200 to 2,000 metres) would provide 80 per cent of species partial protection across their range. A worldwide prohibition on fishing below 800 metres would provide 30 per cent vertical refuge for a third of threatened deepwater sharks and rays.

The Global Shark Trends Project is a collaboration of the Simon Fraser University, IUCN Shark Specialist Group, James Cook University, and the Georgia Aquarium, established with support from the Shark Conservation Fund.

Written by Jeff Hodson

Source: SFU

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