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Using Helpdesk Statistics to Improve Law Firm User Support
A common business expression states, “you can only manage what you measure,” and nowhere is that more applicable than with legal helpdesk support. Measuring service levels, ticket volumes, conversion staffing levels, and user satisfaction are all important aspects of running a successful helpdesk, but only of true value if compared to other metrics, and more importantly, acted upon.
The Second Edition Guru's Guide for Legal Service Desk Support (www.bit.ly/theguruguide) provides such helpdesk (also called the service desk) bench- mark data and is based on 1.2 million user tickets collected and analyzed by Intelliteach from January 2010 through June 2011 across a variety of law firm sizes, locations and hardware/software configurations.
Law Firms are Reducing Redundant Real Estate by Bringing Support Services Back to the Office
A trend analysis of the benefits and challenges of bringing back administrative, word processing and billing services to law offices.
Bankruptcy Sales: Finding a Diamond In the Rough
There is no efficient market for the sale of bankruptcy assets. Inefficient markets yield a transactional drag, potentially dampening the ability of debtors and trustees to maximize value for creditors. This article identifies ways in which investors may more easily discover bankruptcy asset sales.
Bit Parts
Summary Judgment Denied Defendant in Declaratory Action by Producer of To Kill a Mockingbird Broadway Play Seeking Amateur Theatrical Rights
Risks of “Baseball Arbitration” in Resolving Real Estate Disputes
“Baseball arbitration” refers to the process used in Major League Baseball in which if an eligible player's representative and the club ownership cannot reach a compensation agreement through negotiation, each party enters a final submission and during a formal hearing each side — player and management — presents its case and then the designated panel of arbitrators chooses one of the salary bids with no other result being allowed. This method has become increasingly popular even beyond the sport of baseball.
Disconnect Between In-House and Outside Counsel
'Disconnect Between In-House and Outside Counsel is a continuation of the discussion of client expectations and the disconnect that often occurs. And although the outside attorneys should be pursuing how inside-counsel actually think, inside counsel should make an effort to impart this information without waiting to be asked.