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Foundational basic Patterns

Automate activities

Consider automating activities

Eliminate activities

Eliminate unnecessary activities

Work in customer teams

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

Empower resources

Empower workers for more decision-making authority

Fail Early

Order knock-outs by least effort and highest termination probability first.

Outsource activities

Delegate and optimize your operations

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Consolidate Work

Collect similar work items and work in batches

First-contact problem resolution

Establish a one-contact resolution for customer issues

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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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