Reassign tasks along the organisational hierarchy
Task delegation is when a person who was originally assigned a task passes it on to another person based on their position in the organisational hierarchy.
Goel, K., Fehrer, T., Röglinger, M., & Wynn, M. T. (2023). Not Here, But There: Human Resource Allocation Patterns. In Lecture Notes in Computer Science (pp. 377–394).
Foundational free Patterns
Consider automating activities
Form cross-department teams for end-to-end case handling.
Design business processes for typical cases and isolate exceptional cases from the normal flow
Move activities to more appropriate places
Avoid shared responsibilities for tasks by people from different functional units
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let customers interact with the company wherever they want to
Let customers interact with your organization whenever they want to.
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
If capacity is insufficient, consider increasing the available number of resources