Big data, big problems?

I loved this quote:

“There are a lot of small data problems that occur in big data. They don’t disappear because you’ve got lots of the stuff. They get worse.”

David Spiegelhalter, Winton Professor of the Public Understanding of Risk at Cambridge University

spotted here

Managing the Invisibles

A fascinating article in the May 2014 issue of the Harvard Business Review highlights challenges encountered by the managers of so-called invisible employees, those who prefer to stay out of the limelight (who may indeed hate the limelight!) Sounds familiar? If so, here are some ideas:

  • Figure out who they are, especially if you personally enjoy the limelight. It may strike you as weird that someone does not like public recognition but rest assured that Invisibles think you are weird to seek it! They are motivated by excellence, not fame.
  • Reward them fairly. Invisibles may be quiet but they know what they are worth. Don’t just reward people who ask for raises.
  • Think about intrinsic rewards. Private work spaces, 20% time to work on their own projects, a minimum of administrative hassles are great for the Invisibles.
  • Think twice about Invisibles in overseas teams. Many countries frown on the self-promotion that is accepted, even encouraged in the US. Many overseas employees may function as Invisibles.

DO you have Invisibles on your team? What techniques have you used successfully to manage them? (Or perhaps you are an Invisible yourself. Do tell!)

The FT Word – September 2014

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 2014 edition of the FT Word. Topics for this month:

FT Works in the News

A new e-book: Smarter Customer Success Hiring

As announced last month, the newest FT Works e-book is about hiring Customer Success Managers (CSMs), Technical Account Managers (TAMs) and Service Account Managers (SAMs) — anyone whose primary responsibility is relationship management. As with the other hiring e-books (Smarter Support Hiring for support engineers and reps and Smarter Support Hiring II for support managers), the e-book includes both a methodology for hiring and hundreds of questions to choose from to screen candidates and check references.

Since Customer Success is a relatively new field it’s likely that you will have to consider candidates that don’t have a Customer Success background per se — so innovative questions and strategies are especially important. You can find more information and purchase Smarter Customer Success Hiring here.

The Real Mavens turn corporate

I’m very happy to report that I completed the chapter about support communities I had committed for The Real Mavens of Social Business bookbeing compiled by Shawn Santos — and I just learned that the book now has a new name, How Companies Succeed in Social Business: Case Studies and Lessons from Adobe, Cisco, Unisys, and 21 More Brands. 

I can be persuaded to share a few excerpts of my chapter, Social Support Untruths: When Received Wisdom is not Wise, on the blog. If there are any particular “truths” about support communities that you’d like to see busted, post a comment to help me choose the excerpt.

 

Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.

Regards,
Françoise Tourniaire
FT Works
www.ftworks.com
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 www.ftworks.com.

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The Real Mavens turn corporate

Remember when I mentioned that I was working on a chapter for an upcoming book called The Real Mavens of Social Business, being compiled by Shawn Santos on the topic of social support?

I’m delighted to report that my chapter is complete (happy, happy dance!) And the book has been renamed to a more sedate title: How Companies Succeed in Social Business: Case Studies and Lessons from Adobe, Cisco, Unisys, and 21 More Brands. 

I will keep you updated on the publication schedule, and perhaps treat you to a few excerpts of “my” chapter over the following months…  The chapter is called Social Support Untruths: When Received Wisdom is not Wise, so if there are any particular “truths” about support communities that you’d like to see busted, let me know and I will publish the relevant excerpts in the blog.