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.

Welcome

to the February 2015 edition of the FT Word. Topics for this month:

Get on the phone! Encouraging support engineers to talk to customers for a better experience
Make 2015 the year of no pivot tables: automate your metrics to dashboards instead!
Introducing Smarter Service Cloud Implementation — a new offering to help you get the most of Salesforce Service Cloud
Save and learn: $200 off Fred Van Bennekom’s Survey Design workshop

FT Works in the News

Introducing Smarter Service Cloud Implementations

For years, FT Works has helped customers implement Salesforce as a support-tracking tool. With the addition of Salesforce-certified resources, we are launching Smarter Service Cloud Implementations, a service to help you implement Service Cloud or improve an existing implementation.

To every implementation, we bring our deep knowledge of the support industry, something not every Salesforce implementer can provide — in addition to certified Salesforce resources. This means your implementation will be effective, not just efficient.

You can find more information here, or contact me to discuss your specific requirements.

Grab the last hard copies of Collective Wisdom

Only about 100 copies are left. Grab one now. (Ebooks will be available forever!)

A New Book (Chapter)

How Companies Succeed in Social Business: Case Studies and Lessons from Adobe, Cisco, Unisys, and 18 More Brands is now available in ebook and hard copy formats. I wrote chapter 16.

Sign up for the ASP 10 Best Support Website Awards

Get credit for your great website — or receive an evaluation of how you need to improve it from The Association of Support Professionals. I will be a judge again this year. Go here for more details.

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.