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:
- 25% – or how to steer clear from meaningless benchmarks
- Job tryouts and other no-commitment hiring practices. Are they helping recruitment efforts?
- Scalable customer retention programs to go with last month’s article about scalable onboarding programs
FT Works in the News
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.
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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 www.ftworks.com.