We have a hand-over process at the end of each day from our help desk.  This includes tracking the number of calls logged (and requiring a response), calls investigating (requiring research) and calls waiting (requiring a user response).

While this data is tracked in our CRM software and therefore available to all team members, we also track the end of shift numbers on a white board in our national help desk.

We have taken this old-style white board approach to drive accountability from one shift to the next of the status of calls left for the next team to handle.  This action alone has made the team more accountable to what they leave undone at the end of a day and this is good for our customers.

This all goes to the heart of our support mantra: we are only as good as our last support call.