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
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Avoid shared responsibilities for tasks by people from different functional units
Let products appear greener
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Allocate task based on past feedback or quality metrics
If capacity is insufficient, consider increasing the available number of resources