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FT Works | Smarter Support

Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Calculating the ROI of Customer Success. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. One Big, Happy, Multicultural Family? Managing the Global Support Operation. The Art of CRM.

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Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Calculating the ROI of Customer Success. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. One Big, Happy, Multicultural Family? Managing the Global Support Operation. The Art of CRM.

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2 smarter support

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4 about us

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8 cindy williams

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FT Works | Smarter Support | ftworks.com Reviews

https://ftworks.com

Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Calculating the ROI of Customer Success. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. One Big, Happy, Multicultural Family? Managing the Global Support Operation. The Art of CRM.

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ftworks.com

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Bonnie Gustofson | FT Works

http://www.ftworks.com/bonniegustofson

Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. Managing Knowledge with KCS. One Big, Happy, Multicultural Family? Managing the Global Support Operation. Smarter Customer Success Hiring.

2

Consulting | FT Works

http://www.ftworks.com/consulting

Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. Managing Knowledge with KCS. One Big, Happy, Multicultural Family? Managing the Global Support Operation. Smarter Customer Success Hiring.

3

20+ Ways to Cut Support Costs | FT Works

http://www.ftworks.com/20ways-cut-support-costs

Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. Managing Knowledge with KCS. One Big, Happy, Multicultural Family? Managing the Global Support Operation. Smarter Customer Success Hiring.

4

Emil Flock | FT Works

http://www.ftworks.com/emilflock

Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. Managing Knowledge with KCS. One Big, Happy, Multicultural Family? Managing the Global Support Operation. Smarter Customer Success Hiring.

5

CRM Requirements Template | FT Works

http://www.ftworks.com/crm-requirements

Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. Managing Knowledge with KCS. One Big, Happy, Multicultural Family? Managing the Global Support Operation. Smarter Customer Success Hiring.

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rfarrell.wordpress.com

Richard Farrell | Support Line

https://rfarrell.wordpress.com/about

The Art of Software Support. Richard Farrell helps businesses design, implement, and, if needed, turnaround their customer support and service organizations to reliably produce satisfied, loyal customers and retain staff. He has 20 years’ experience in high tech and Internet software support and customer service. He co-authored The Art of Software Support. With Francoise Tourniaire of FT Works. Phone: 530.756.8660. Click Book to Purchase. The Art of Software Support. Blog at WordPress.com.

churnsquad.com

About | Consulting Services to help you achieve negative churn and customer success

http://www.churnsquad.com/about-us

Deep expertise in driving customer success. Our services range from short assessment engagements to implementing and executing complete revenue retention and expansion strategies. Please contact us. Is a skilled marketing and product executive with over 18 years of experience creating, marketing and selling product offerings for public and private companies globally. Olivier founded the A6 Group. He earned a Master in Engineering from ENSAM and a Master in Economy and Finance from IEP, both in Paris.

churnsquad.com

About | Consulting Services to help you achieve negative churn and customer success

http://www.churnsquad.com/about

Deep expertise in driving customer success. Our services range from short assessment engagements to implementing and executing complete revenue retention and expansion strategies. Please contact us. Is a skilled marketing and product executive with over 18 years of experience creating, marketing and selling product offerings for public and private companies globally. Olivier founded the A6 Group. He earned a Master in Engineering from ENSAM and a Master in Economy and Finance from IEP, both in Paris.

jragsdale.wordpress.com

May | 2015 | Ragsdale’s Eye on Service

https://jragsdale.wordpress.com/2015/05

Ragsdale’s Eye on Service. Archive for May 2015. Laquo; Ragsdale’s Eye on Service home page. Recapping TSW: What I heard. May 13, 2015. Last week at Technology Services World. Defining KM is a moving target. As usual, knowledge management dominated many of my 1:1 meetings. At one point I lamented to Françoise Tourniaire of FT Work. S, a long time TSIA partner and KM expert, “It used to be so easy–you bought a knowledgebase and you were done! Reducing overhead on communities. But I also talked to companie...

jragsdale.wordpress.com

Recapping TSW: What I heard | Ragsdale’s Eye on Service

https://jragsdale.wordpress.com/2015/05/13/recapping-tsw-what-i-heard

Ragsdale’s Eye on Service. Laquo; Congratulations to the Winners of the 2015 Vision Awards: Blackbaud, Knowledge Factor and Compellon. Testing for Empathy as Part of Support Employee Screening. Recapping TSW: What I heard. Last week at Technology Services World. Defining KM is a moving target. As usual, knowledge management dominated many of my 1:1 meetings. At one point I lamented to Françoise Tourniaire of FT Work. Reducing overhead on communities. Telephony is an ongoing challenge. But I also talked t...

socialbizbook.com

Meet Françoise Tourniaire, , contributing author to "How Companies Succeed in Social Business"

http://www.socialbizbook.com/fran-oise-tourniaire-.html

Françoise Tourniaire is the founder of FT Works, a consultancy firm that helps technology companies create and improve their support operations. She has more than 20 years’ experience as a support and services executive. Françoise is a frequent contributor to support industry newsletters and conferences. She is the author of. The Art of Software Support,. A practical guide to running software support operations (with Richard Farrell),. Collective Wisdom: Transforming Support through Knowledge.

rfarrell.wordpress.com

Francoise Tourniaire | Support Line

https://rfarrell.wordpress.com/ft-works

The Art of Software Support. Francoise Tourniaire of 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. For more details contact Francoise at www.ftworks.com. Click Book to Purchase.

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Transform your home workout! Sync workout DVDs with friends and exercise in real time together from anywere in the world. Having a workout buddy to hold you accountable is statistically proven to keep you on track to reach your fitness goals. Get the social support and accountability you need from a vast network of workout buddies looking to join you during your next workout . Find the inspiration to push yourself while working out with friends on Fit Together! Glendale, AZ. 85318.

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FT Works | Smarter Support

Skip to primary content. 20 Ways to Cut Support Costs. A Smarter Start: Creating a new support infrastructure from the ground up. Best Practices for Quality Monitoring. Best Practices in Self-Service Support. Calculating the ROI of Customer Success. Collective Wisdom: Transforming Support with Knowledge. Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills. How we Ship your Orders. One Big, Happy, Multicultural Family? Managing the Global Support Operation. The Art of CRM.

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