The FT Word – August 2013

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 2013 edition of the FT Word. Topics for this month:

  • 85%. A big goal for 24-hour case resolution.
  • Metrics for Technical Account Managers (TAMs). What they do is a lot squishier than resolving discrete issues, so metrics are more challenging.
  • Rewarding MVPs. They are the critical ingredients of support communities — so how do you develop them and thank them?

Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.

Françoise Tourniaire
FT Works
650 559 9826

About FT Works

FT Works helps technology companies create and improve their support operations. Areas of expertise include designing support offerings, creating hiring plans to recruit the right people quickly, training support staff to deliver effective support, defining and implementing support processes, selecting support tools, designing effective metrics, and support center audits. See more details at

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