I owned and ran a Top 50 inbound/outbound call center for 12 years before I sold it. I now write about the call center industry at CallCenterScript.com. 

When I started my call center, I was the only there to answer the phone, so I came to understand how difficult it is being in the trenches and on the front line.  As our company grew, I found that supervisors and operations directors were so removed from the day-to-day grind of the front-line agents that they had a tendency to create unreasonable expectations of the agents and not acknowledge the tough job that the agents were doing for the company.

So I finally came up with the policy that required everyone in the Call Center management to spend time on the phones.  This included me as CEO, it include our programmers, it included our trainers, etc.  What we found by doing this, was a lot more respect and admiration and appreciation for the agents.  Instead of derision, there was respect.  Programmers say new ways to improve the applications the agents were using.  Trainers saw where there were holes in their training.

I think this one policy would do more to make your call center a more unified and efficient place than almost any other thing you could do.