The FT Word – May 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 May 2013 edition of the FT Word. Topics for this month:

FT Works in the News

Come work out with me — at TSW

Adam Rypinski of Juniper Networks and I will be hosting a Workout session at the upcoming Technology Services World conference in Santa Clara, CA on May 7th at 3:45pm on the ambitious theme of Using Customer Surveys to Effect Culture Change. This is what Juniper did, with a little help from yours truly, when it dug into customer satisfaction surveys to identify the specific levers for customer dis-satisfaction, made various changes including a massive soft skills training program (that’s what I helped with), and was rewarded with months of increasing satisfaction ratings and a 50% decline in resolution time. Take a bow, Juniper.

So join us. The name of the session is Reading the Tea Leaves and it’s in the Field Service track, although it’s equally applicable to support and field service. Look for us in room 210 (upstairs). It will be fun and Adam will tell you how you, too, can be a support hero.

FT Works will also have a booth at the conference. Come visit us in the TSW | EXPO for a chance to win a copy of Selling Value. We are close to the bar so easy to find!

Register for the TSW Conference – If you’re not already a TSIA member or partner, register as ‘non-member partner referral’ and enter FT Works as the referring company to receive a 40% discount off the registration price.

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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