The FT Word – December 2014
The FT Word
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Welcome
to the December 2014 edition of the FT Word. Topics for this month:
- Assertive moves for support roles. Ideas to adopt yourself or to coach your team.
- Measuring case complexity. I say it’s a fool’s errand, what say you?
- Coaching by being silent. You don’t need to talk a lot to coach successfully (and I suspect this is especially true for introvert mentors and mentees).
FT Works in the News
How many customers per CSM?
If you are wondering about staffing models for CSMs, check out this post. (In short: there is no magic number!)
Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.
Regards,
Françoise Tourniaire
FT Works
www.ftworks.com
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 www.ftworks.com.
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