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 November 2014 edition of the FT Word. Topics for this month:
- Should support commit to resolution times? The question that strikes fear in our hearts, with ideas that satisfy customers and you
- Collective time management. How teams can organize themselves to minimize interruptions and stick to reasonable work hours.
- Pseudo-teaching. Why the training you arranged at great cost did not work, and how you can do better next time.
FT Works in the News
Customer Churn Codes
If you are thinking about classifying the reasons why customers leave you, check out this post.
How Companies Succeed in Social Media
An update on the progress of the collective book about using social media for support, edited by Shawn Santos. We have a new title and a publication date of January 2015… I just got my chapter back from the editor so we are getting close!
Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.
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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.