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.
Happy New Year!
And welcome to the January 2014 edition of the FT Word. Topics for this month:
- Building empathy in an electronic world. How to create rapport when you can’t see — or hear — your customers.
- No surprise: Stable teams do better. We all know that support is not an individual sport. Now we find quantitative confirmation that it takes a while to develop solid teamwork — years!
FT Works in the News
Want to brag about your support website? Or simply want an inexpensive assessment of what’s working and what needs tuning? Apply for an ASP Ten Best Web Support Sites of 2014 award. I will serve as a judge once again and I look forward to seeing my share of innovative entries. The deadline for submissions is early March so get started now to have time to compile an impressive entry. It could be your best New Year resolution ever!
And if you know you need help, we at FT Works can help you design and implement a fresh, user-centered support website, as we have helped Toshiba, JDA, and other clients. Please contact me for a complimentary evaluation.
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.