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

FT Works in the News

Over the past month, we have booked more soft skills workshops than ever before in the history of FT Works: workshops for support engineers and for technical account managers, for new hires and for existing staff, and with both straight delivery and train-the-trainer options. If you’d like to increase your team’s ability to deliver high-quality support, avoid service escalations, and decrease internal stress, please let me know and we can define the program that’s right for your team.

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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