Designing a Multi-channel Legal Knowledge Service Center Using Data Analysis and Contact Center Technology

摘要

Knowledge management is the process of creating values from intangible assets. With the fast development of information technology and the global reach of legal documents, patents, trademarks and copyrights, technical legal services organizations are challenged to provide better customized services. They must anticipate customer needs to increase competitiveness and customer loyalty. Lawyers and patent consultants can provide customer centric services by using contact center applications and data analysis methodologies. Multi-channel service centers that integrate voice, fax, e-mail, and web applications are increasingly being used to manage customer interactions, queries, complaints and service requests. A multi-channel legal knowledge service center not only provides greater access but also provides the means to analyze customer interaction data. Data collected through the channels must be transformed into meaningful knowledge to benefit corporations. This paper depicts the development of contactrncenter and data analysis methodologies to demonstrate the feasibility and the versatility of legal knowledge service center functions.