Ensure your agents are aware of what instructions are being given to callers before the caller gets though to the agent and that your systems support such activity. For example, when we called a Telecoms operator we were asked to input our account details. When we got through to the agent guess what he asked for first?! – Our account details! When I asked him if he already had our details in front of him (I guessed they were using CTI to pop up my details) he said he did not and that he was not aware of what callers are asked before they get through. Lessons here – communicate with agents and make sure you use systems that don’t result in customers duplicating activity!