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Traditional metrics that once defined the effectiveness of help desk operations within law firms are undergoing a profound transformation. As support needs are evolving, firms are being forced to adapt to ensure customer satisfaction when it comes to support. Service-level agreements have long been the cornerstone of evaluating performance and defining standards when it comes to these help desks, but a shift is in progress. The new era places user sentiment and new delivery models at the forefront of service as a quicker “get back to work” mentality coupled with a technology-savvy generational shift. As a result, the gauges we use to measure customer satisfaction have changed and are shaping the overall future success of the legal technology support ecosystem.
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DOJ’s Cyber Fraud Initiative Is a Wake-Up Call That Keeps Ringing
By Randy S. Grossman, Kareem A. Salem and Kayla LaRosa
The DOJ's Cyber-Fraud Initiative’s results and DOJ’s guidance on corporate compliance have made the point to government contractors and corporate America — “now is the time to invest and reinvest” in cybersecurity compliance.
The Perfect Storm: Why Contract Hiring Will Eclipse Direct Hiring In Privacy and Tech In 2024
By Jared Coseglia
Part Two of a Two Part Article
Part 1 of this article looked at how remote flexibility is driving job seekers, that most privacy programs will use contractors by 2026, the speed of hire, the real cost of DIY staffing and whether posting jobs online really works. Part 2 looks at what’s next for CPOs, AI jobs in privacy, where the new jobs will come from, whose salaries are spiking and some guidance for the latter half of 2024.
Six Reasons e-Discovery Benefits from AI
By Khaled Jebbari
Recent media coverage makes it clear that the time for law firms to embrace the disruption of AI is now. If you wait, from the looks of it, you risk losing business, and perhaps credibility.
New Blockchain Domain Developments for Brand Owners
By John McElwaine
This article explores the issues associated with trademark protection in blockchain domain names and examines new steps and policies that blockchain domain registrars should implement to safeguard brand owners.
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