The FT Word
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Welcome to the October 2013 edition of the FT Word. Topics for this month:
- The big idea: who owns the customer. What’s useful, what’s not.
- Big hat, no cattle. Why transactional leaders should get more respect.
- Quality control and knowledge management. Why fewer reviews can lead to better quality when it comes to knowledge management.
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.
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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.