The FT Word
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Welcome to the December 2012 edition of the FT Word. Feel free to forward it to your colleagues. (They can get their own subscription.)
Topics for this month:
- Are you hiding (from your customers)? – the FT Works indicator uncovers puzzling practices of hiding phone numbers and email addresses to discourage customer contact
- Improving response rates on satisfaction surveys – a definitely high-touch view of interacting with customers
- Well-run support communities – for a different way of providing high-touch interactions
FT Works in the News
Third Tuesday Forum Breakfast
On January 15th, 2013, we will be welcome Jeff Russakow, who is serving as CEO in Residence with the Symphony Technology Group and has decades of experience in operations roles. Plan to join us for lunch at a mid-peninsula location. The topic will be confirmed shortly and we can promise a PowerPoint-free debate the Third Tuesday Forum is famous for.
Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters. I’m thinking of doing a compilation of “tips and tricks about support metrics” in the coming months so if you have favorites, horror stories, or questions about metrics, please don’t be shy.
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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.