Hiring?
My in-box is ringing again with the happy chime of managers looking for that perfect hire… Are you looking for a a hand putting together a strong list of interview questions? (Or perhaps you are the interviewee and want to …
Category: Technical Support
The FT Word – August 2014
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, click here. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers. Welcome to the August 2014 edition of …
25%
According to a study by ContactBabel reported in the June issue of destinationCRM, 25% of calls to support organizations can be deflected by using virtual web agents. So what does it mean for your organization? Well, nothing! Beware of using …
Ideas for customer retention programs
Following up on last month’s post about scalable onboarding programs, this post discusses ideas for scalable customer retention programs. Of course, it’s a lot easier to retain customers if they were onboarded properly, but even if you are inheriting a …
Job tryouts and other no-commitment hiring practices
The April 2014 issue of the Harvard Business Review includes an article showcasing a mid-size technology company, Automattic, that uses tryouts for all new hires. Regardless of the role they will eventually play (including, the article says, CFO), new employees start on …
Job tryouts and other no-commitment hiring practices Read more »
Sweet Sixteen
Today’s the sixteen anniversary of FT Works. I’m so thankful to our customers over the years for allowing us to flourish for so many years — and also to my partners, who have made this adventure possible, and enjoyable. Looking …
The FT Word – July 2014
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, click here. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers. Welcome to the July 2014 edition of …
Trust trumps competence (almost)
IDEO is known to have a culture of innovation and collaboration. In a study reported in the January-February 2014 issue of the Harvard Business Review, IDEO employees rated their helpers on trust, competence and accessibility. The competence ratings were a …
Ideas for Scalable Onboarding Programs
Many thanks to Lama Mamedov for suggesting this topic. We all know that onboarding customers properly is essential to long-term success. With a strong start, customers will adopt the product or service faster, they will be more successful with it, …
The FT Word – June 2014
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, click here. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers. Welcome to the June 2014 edition of …
