Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let customers interact with your organization whenever they want to.
First-contact problem resolution
Establish a one-contact resolution for customer issues
Assign tasks based on resources' roles in the organisation
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Reassign tasks along the organisational hierarchy
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