I can't give as much time to this topic as I have for others, thanks to Fay. There's too much I was going to catch up on last week.
I've considered creating a wiki for Remote Customer Services, at least for the Ask a Librarian team. We have a webpage on JPL Neighborhood which we use to give chat team members schedules, contact information, training how-to's, etc. It might be useful to be able to have collaborative communication across the team membership, especially for group planning, coaching, problem-solving, etc.
We'll have to experiment with the idea.