Contact IO is a conference held once a year in Denver, where marketers, call center operators, entrepreneurs, and technology leaders come together to discuss and explore the latest in telecommunications tech. This year the Contact IO took place the second week of September, and Grace was there. Grace shares everything with us, from the conference…

Your law firm’s success depends on the number of prospective clients you attract, and the journey of converting prospects into clients starts with your intake; get it wrong, and there goes your law firm. Nick Werker from Answering Legal joins us for a conversation that explores the difference between having a sound telephone system against…

How many times a day do you get spam calls on your personal or business line? The chances are that the answer to that question is more than one. The good news is that the FCC (Federal Communications Commission) has launched an initiative to combat that. Still, it requires everyone, including your law firm, to…

Being in a position of growing your team is always great news. But finding the right candidate for your organization, budget and needs can be far more complex than you ever imagine. Grace explains why creating a job description outlining the responsibilities and daily tasks are essential for creating a job listing and searching for…

“Hello, hello? Can you hear me?” That’s any caller’s worst nightmare, but unfortunately, it could be happening at your law firm every single day. And while there is not one single answer to how to get telephone systems right, in this week’s conversation, we explore a few that can make this nightmare go away, and…

This week Liel and Grace welcome Harlan Schillinger, a renowned legal marketing authority, for a conversation on CRM & CMS.  Harlan explains, how he most recently was able to double in three months the caseload for a law firm with the use of a CRM. We review what are the differences between CRM and CMS…

In this week’s episode Grace and Liel invite over Brett Whitten for a conversation on online intake. Brett is an Account Manager at Ngage Live Chat, a leading live chat service that thousands of law firms across the nation use to convert website visitors into clients. Brett and the Ngage team have been on the…

In this week’s episode, Grace and Liel have a conversation about telephone intake with Cisco Adler from Digital Rain, a legal digital marketing agency specializing in PPC. Cisco has listened to thousands of intake calls over a period of 10 years, and he joins to discuss the best practices he has learned from listening to…

In this week’s episode, Grace and Liel introduce the second block of episodes of their 2020 Growth Tool Kit for law firms, dedicated to intake and retention. They introduce the term “client-centered intake” and explain why law firms should adopt this intake approach. During the episode, they cover the following elements of intake: availability, empathy…