Greenbelt Tips Callcentre

One place to look for ideas is ITIL (IT Infrastructure Library) the widely accepted framework for IT services, including help desk and call centers.  ITIL V3 has a strong focus on business strategy allignment and revenue considerations.  Best sources for info are the IT Information Services Management Forums http://www.itsmf.org (international) and http://www.itsmfusa.org (USA).

But the best place to start any SS project is identification of what dissatisfies your customers.  Best practice models such as ITIL are very helpful to avoid reinventing the wheel,  but if the new wheel isn't what the customer needs...