The FT Word – January 2015

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

  • And welcome to the January 2015 edition of the FT Word. Topics for this month:

FT Works in the News

A New Book (Chapter)

How Companies Succeed in Social Business: Case Studies and Lessons from Adobe, Cisco, Unisys, and 18 More Brands is coming soon and can be pre-ordered from Amazon. I wrote chapter 16.

A New Year Resolution

Resolve to get credit for your great website — or a handy evaluation of how you need to improve it. The Association of Support Professionals has opened the submissions for their 2015 Ten Best Support Website award. It’s your chance to highlight your site, compete for a well-recognized award, and in any case get some useful feedback from the wonderful judges (including yours truly).

The application requires an essay (read with great interest by the judges!) so if you are interested you may want to start now. 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.

Françoise Tourniaire
FT Works
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

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