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Foundational basic Patterns

Assign cases

Let workers perform as many steps as possible for single cases

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Outsource activities

Delegate and optimize your operations

Green Compensation

Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.

Offer location flexibility

Let customers interact with the company wherever they want to

First-contact problem resolution

Establish a one-contact resolution for customer issues

Preference-based task assignment

Let people do what they love to do

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

Teamwork-based assignment

Allocate task based on collaborative experience: handover time, interactions, diversity

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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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