The FT Word – September 2012

By Technical Support

The FT Word

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Welcome to the September 2012 edition of the FT Word. Feel free to forward it to your colleagues. (They can get their own subscription.)

This month, continuing our celebration of year 15 of FT Works, the FT Word transforms itself into a blog. Yeah! Topics:

FT Works in the News

Speaking at DreamForce!

I’ve been invited to speak at the upcoming Dreamforce 2012 conference in San Francisco, CA, talking about one of my favorite topics, Calculating Support ROI. The session is scheduled for Wednesday September 19th at 3pm. If you’d like to join me, let me know and I will send you a code to et 20% the cost of the conference.

Third Tuesday Forum – September 18th with Sean Murphy

Observant readers will notice that our guest has changed, but the day and location of the next meeting of the Third Tuesday Forum has not changed: Tuesday, September 18th at Atlassian in San Francisco. We will welcome Sean Murphy to discuss his organization’s journey towards Knowledge-Center Support. Whether you are in the midst of such an adventure or considering it, come add your voice!

You can read more here and register Space is limited (very limited this time!) so we can bring you an interactive experience – guaranteed to be PowerPoint-free.

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.

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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