The FT Word – May 2014

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 May 2014 edition of the FT Word. Topics for this month:

FT Works in the News

40% off on your registration to Services World

That’s right, you can get 40% off on the cost of non-TSIA member registrations to the TSIA Services World conference in Santa Clara, CA on May 5-7 — but you must register by May 2nd, so hurry! Click here and enter FT Works as your referring partner. More information and a schedule here.

If you are going, please come by the FT Works booth. Make an appointment if you’d like to be sure to see me there. (Otherwise you will chat with one of my wonderful collaborators, so your visit will be informative in any case.)

In addition to the booth I am leading two Table Topics roundtables, both scheduled at 7:30 am in the expo hall. Come in for breakfast and a mind-expanding discussion

  • Evolving Pricing Models on Tuesday 6th
  • Automating Service Delivery Tasks and Processes on Wednesday 7th

Collective Wisdom is back as an e-book!

David Kay and I are very happy to announce that we have released Collective Wisdom as an ebook. Not by accident, David and I have side-by-side booth at Services World so come visit us in person and we can talk more about knowledge management in support organizations.


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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