The FT Word – July 2013

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 July 2013 edition of the FT Word. This month marks the 15th Anniversary of FT Works. A big thank you to all our clients and readers who helped us reach this milestone!

Topics for this month:

  • 26%– are you upgrading or thinking about upgrading your CRM tool?
  • Go ahead, be a giver. How generosity can lead to long-term success.
  • Bug fest. All about bugs, cases with bugs, and metrics about cases with bugs.

FT Works in the News

The 10 Best Support Websites of 2013

The Association of Support Professionals has announced the winners of its annual support website review. They include FT Works clients Cisco, EMC, Nokia, and Red Hat. Congratulations! I was a judge again this year and I was impressed by the quliaty of the entries. I recuse myself of reviewing FT Works customers and as it happens I did not get to review the winning entries, but what I saw was quite impressive. More about support websites in an upcoming post.

If you’d like a support website upgrade, contact me.

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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