Most of the things you suggest are great ideas, but several of them will never work, because the business priority is always on answering more calls. A technician should always read any past notes that are available, but he doesn't have time to talk to the last technician the user talked to, and most likely that technician is also on a call. The tech is being pressured by management to take another call.

I spent ten years at Dell, and lip-service was always paid to true customer service, but calls per hour was always the primary metric when it came time for review. Dell's customer service dropped through the floor, primarily because of this focus.

So, while your suggestions are good, they cannot truly be implemented by most techs, because they are being pressured to get on to the next call. Resolve rates (how many of your callers do not call back within a set timeframe) is measured, but is never giving a higher importance than calls per hour.