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The Legal Help Desk: Shifting Toward User Sentiment as the Primary Health Factor
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.
Beyond SLAs: The Rise of User Sentiment
The essence of a legal help desk extends beyond mere adherence to timelines outlined in SLAs. Today, it rides on the user experience — a holistic measure that encapsulates the emotional and functional aspects of customer interaction points. Understanding and responding to the evolving needs, expectations and sentiments of users are becoming the cornerstone of success in the legal support ecosystem.
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The Article 8 Opt In
The Article 8 opt-in election adds an additional layer of complexity to the already labyrinthine rules governing perfection of security interests under the UCC. A lender that is unaware of the nuances created by the opt in (may find its security interest vulnerable to being primed by another party that has taken steps to perfect in a superior manner under the circumstances.
Beach Boys Songs Written Decades Ago Triggered Current Quarrel With Lawyers
There's current litigation in the ongoing Beach Boys litigation saga. A lawsuit filed in 2019 against Nevada residents Mike Love and his wife Jacquelyne in the U.S. District Court for the District of Nevada that alleges inaccurate payment by the Loves under the retainer agreement and seeks $84.5 million in damages.
Major Differences In UK, U.S. Copyright Laws
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Strategy vs. Tactics: Two Sides of a Difficult Coin
With each successive large-scale cyber attack, it is slowly becoming clear that ransomware attacks are targeting the critical infrastructure of the most powerful country on the planet. Understanding the strategy, and tactics of our opponents, as well as the strategy and the tactics we implement as a response are vital to victory.
When Is a Repair Structural or Nonstructural Under a Commercial Lease?
A common question that commercial landlords and tenants face is which of them is responsible for a repair to the subject premises. These disputes often center on whether the repair is "structural" or "nonstructural."