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 September 2013 edition of the FT Word. Topics for this month:
- 28%. A small number for a big job.
- Big is beautiful – or not? When to go against the grain and create more specialization.
- Metrics for partner support. What’s useful, what’s not.
FT Works in the News
Strategic planning time! Check out this blog post on Inside Technology Services.
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.