Consider automating activities
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Design business processes for typical cases and isolate exceptional cases from the normal flow
Order knock-outs by least effort and highest termination probability first.
Consider to deepen or broaden the skills of resources
Collect similar work items and work in batches
First-contact problem resolution
Establish a one-contact resolution for customer issues
Assign tasks based on resources' roles in the organisation
Delegate tasks according to resource cost
Consider the division of a general activity into two or more alternative activities
Consider to deepen or broaden the skills of resources