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Foundational basic Patterns

Automate activities

Consider automating activities

Eliminate activities

Eliminate unnecessary activities

Assign cases

Let workers perform as many steps as possible for single cases

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Work in customer teams

Form cross-department teams for end-to-end case handling.

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

Parallelize activities

Consider whether activities may be executed in parallel

First-contact problem resolution

Establish a one-contact resolution for customer issues

Task delegation

Reassign tasks along the organisational hierarchy

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Patterns paired

Apply triage

Consider the division of a general activity into two or more alternative activities

Specialist-generalist

Consider to deepen or broaden the skills of resources

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