Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
Empower workers for more decision-making authority
Design business processes for typical cases and isolate exceptional cases from the normal flow
Let customers interact with the company wherever they want to
Assign tasks based on resources' roles in the organisation
Performance-based task assignment
Allocate tasks based on past performance: execution time and success
Consider the division of a general activity into two or more alternative activities
Consider to deepen or broaden the skills of resources