The FT Word – July 2016

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.


to the July 2016 edition of the FT Word. This month, it’s all about change: summer is a great time to think about innovation.

FT Works in the News

FT Works in the News

FT Works turns 18 

This month marks the 18th anniversary of FT Works. The journey that started with the first edition of The Art of Support has brought thousands of readers and customers, and a second edition out this year.

In celebration, would you share this newsletter with a colleague? Thank you!

Looking for a website makeover? Sign up for the Great Support Websites workshop 

You know that your website needs work but do you know exactly what is lacking? Can you pinpoint the top 2-3 changes that would make the most difference to your users? Do you know whether a simple refresh would be enough, or a major redesign is required?

Join us starting this month for the Great Support Websites workshop and you will get an impartial, detailed critique of your website with answers to all your questions. And you will also learn about best practices for support websites, how to decide what functionality to include, and more. We will also cover how to win one of the 10 Best Websites awards.

The workshop is conveniently scheduled in short, remote sessions so you can continue with your real job. Sign up now to get your free makeover.

Find more information and sign up here. Special pricing is available if you want to bring multiple team members.


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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