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

  • You are not alone: how to work with third-party vendors to serve your customers better.
  • Priorities. Are they crystal-clear? Learn how I clarified mine.
  • Scarcity and support.  How we can use what psychology tells us about the scarcity mindset to create better support organizations.

FT Works in the News

There’s one more E-book in the Smarter Support Library! A Smarter Start has joined the rest of the E-book collection, allowing readers to get access to useful information in minutes. Visit the Smarter Support Library to see all the titles and select the one(s) that will help you and your team.

I have joined the Klever team of advisors, allowing organizations implementing Knowledge-Centered Support to get practical advice and support from a community of practitioners. You can see the list of advisors here.


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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