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 June 2016 edition of the FT Word. Our topics for this month:
Our topics for this month:
- Ready for a revolution? Think about giving up some traditional, but not really helpful techniques for change management
- Emotion and the Art of Negotiation: psychologically-savvy techniques for customer success and tech support
FT Works in the News
Last month I spoke at the TSIA conference in San Diego on a panel moderated by John Ragsdale on the topic of Leveraging Social to Measure and Impact the Customer Experience. The format was off the cuff so no slides to share, but if you have any questions about using social media in support, please ask.
I also spoke at the Service Symposium in Chicago on the topic of Change. If you would like a copy of the presentation, just ask.
Coming soon: the ultimate website design workshop
It’s still stealth news but I will be presenting an online website design workshop this summer. One session a week for 6 week, conveniently scheduled for anyone located in the US or Europe can attend. (Sorry AsiaPac readers, next time we will swap schedules.) The topics will include best practices for support websites, assessing your existing website, and solving common design dilemmas. And, I will do real-time makeovers for participants.
Interested? Let me know and I will alert you when the registrations open, within a couple of weeks.
Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.
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.