The FT Word – December 2015

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.


to the December 2015 edition of the FT Word. Topics for this month:

FT Works in the News

Scaling Customer Success. My friends at Irrevo published a blog post I wrote about scaling Customer Success, showing how to leverage self-service, group delivery, big data, and repeatable processes to deliver great customer success programs, more efficiently. This is the second installment in a series about customer success. You can read the first post if you missed it the first time around.

The Art of Support. The editor is hard at work on the final draft of The Art of Support, Second Edition. The release date will be late this month, so I am starting to collect advance orders. Please let me know if you’d like to be on the waiting list.


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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The bookstore is back to normal functionality

Thank you to the two readers who reported problems when purchasing some items from the online bookstore. Everything should now work correctly including the Smarter Support StrategySmarter Support Budgeting, Smarter Support Metrics, and Smarter Support Hiring pages. Happy reading!

Nature boosts productivity — it’s true!

In its September 2015 issue, The Harvard Business Review reports on a study performed in Melbourne, Australia that shows that concentration levels rose 6% after seeing a picture of a meadow as a short break, while it fell 8% for the unfortunates subjected to pictures of concrete roofs. I would vote for a glimpse of the real meadow, myself, but this is a reminder that office design matters.

Since then, the team has studied the effect of nature micro breaks on helping colleagues, and the trend is positive as well.

What have you done to bring a touch of nature in your office?