When developing your business objectives and technology, a key component is evaluating the degree of automation offered by your technology platforms. Self-service and automated business processes often reduce costs while improving agent and customer productivity. Consider what you are doing to drive overall customer automation, expand the linkages between front-end and backend systems to streamline the agent experiences (CTI) , support your agents by empowering them to better service your customers (WFO) and most importantly, what systems do you have (and desire) to measure your centres performance (Reporting)? What do you need to add, enhance or revamp to deliver a better customer experience? By expanding automation technology across the contact centre you can also expand the areas to which the technology itself can bring value.