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.


to the August 2014 edition of the FT Word. Topics for this month:

FT Works in the News

Sweet Sixteen

FT Works turned 16 this month! I’m so thankful to our customers over the years for allowing us to flourish for so long, to my partners, who have made this adventure possible, and enjoyable, and to all of you readers of the blog or newsletter.

Looking forward to the next 16 — and beyond!

The Real Mavens of Social Business

I am working on a chapter for an upcoming book compiled by Shawn Santos on the topic of social support, to be published by Pearson. I will be writing about my adventures building support communities.


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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