The FT Word – June 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

Welcome to the June 2013 edition of the FT Word. Topics for this month

15% 37% 52% 64%. The FT Word Indicator(s!) on usage of mobile devices.
Gleanings from the TSW conference. 10 ideas you can implement today.
Can we listen better than doctors? Techniques from the world of medicine that we can use in support.

FT Works in the News

Come work out with me — at TSW

Adam Rypinski of Juniper Networks and I Adam Rypinski of Juniper Networks and I led an animated Workout session at Technology Services World conference in Santa Clara, CA last month on the topic of using customer surveys to effect culture change. If you were not able to attend but would like a copy of the presentation, please ask.

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.