The FT Word
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Welcome to the December 2013 edition of the FT Word. Topics for this month:
- Need More Empathy? A useful video to convey why it’s a skill that makes a difference
- Do you Really Want to Know? Creating customer satisfaction surveys that encourage customers to respond
- Community Manager – A Calling. Why managing communities is about the how more than the what
FT Works in the News
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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.