Another innovation that I’ve seen have been successful experiments in moving past the paradigm of associating e-mail addresses with individuals. When an address is instead assigned to a specific client, or to a specific type of request, and monitored by multiple different employees, it can go a long way to relieving the deeply-ingrained anxiety that we are ignoring those who need us.
Shared emails amongst individuals can help mitigate the psychological pressure of things building up and being left undone.