Devoted to the call center industry, the agents on the phones, and their managers

I think your last point is really key to good management, staff should know where they stand right along throughout the year. Annual reviews are just the way we do things for historical and fiscal reasons, not because a once-each-year review is a good management practice, in fact quite the contrary is true.

And always keep your own files. Anything that someone goes over with you or that you have to sign, make your own copy. Anything you do well, and especially any compliments you receive, make copies for your file.

Keep a notebook of things that are problem spots for you, and talk to someone about them. Go seek out training if none is offered. Do your best to be the best.