The FT Word
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Welcome to the October 2012 edition of the FT Word. Feel free to forward it to your colleagues. (They can get their own subscription.)
Topics for this month:
- Mobile support – the return of the elusive FT indicator (remember it?) on how tablets are multiplying (are you ready?)
- Fighting the backlog monster – another return, of a long-time favorite
- Lies, damned lies, and ROI – an excerpt from my presentation at Dreamforce
FT Works in the News
Spoke at DreamForce!
Thanks to all of you who showed up for my presentation, which I fondly call Lies, Damned Lies, and ROI. Read all about it here.
Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters. I’m thinking of doing a compilation of “tips and tricks about support metrics” in the coming months so if you have favorites, horror stories, or questions about metrics, please don’t be shy.
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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.