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Foundational basic Patterns

Automate activities

Consider automating activities

Buffer information

Buffer external information and subscribe to updates

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Work in customer teams

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

Empower resources

Empower workers for more decision-making authority

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Deploy extra resources

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

Offer location flexibility

Let customers interact with the company wherever they want to

Preference-based task assignment

Let people do what they love to do

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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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