We spotted this infographic at the Small Business Blog.  It highlights especially the impact of scheduling technology, but the points can be applied to other intraoffice and interoffice applications as well.

Amongst our office support products, AGi frequently establishes and staffs call center operations for businesses and the federal contracts.  This YEC article on Small Biz Trends highlights a number of call center best practices that we'd like to recommend. Especially this point:

“Do your research, and shop around. We have found that there is a huge difference in the way call centers handle their calls. Some read word-for-word from a script and some use more of a roadmap to steer the conversation in a general direction while relying on their employees to make judgement calls and ask probing questions. We have had much more success with that second model. “ ~ Phil Laboon, Clear Sky SEO

Click through to read the other pointers.

http://youtu.be/qOyyyjL1Op4