Feature creep (also known as requirements creep or scope creep) is the tendency for product features or project requirements to increase during development, beyond those originally foreseen. Feature creep also suggests an ongoing behavior where the addition of new features are performed without consideration to the original project goals and without corresponding increases to the project budget or schedule.
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Self-service tools are often used to provide automated solutions to the most common issues or to provide automated answers to frequently asked questions. Many businesses seek self-service tools in an effort to improve operational efficiency or to reduce their costs for providing customer service. Common examples of self-service technology are automated phone systems, web and mobile knowledge bases, hospital check-in kiosks, ATM machines or even the self checkout lanes in supermarkets. Self-service technology is a tool that should be used to support a broader customer service plan. The goal is to maximize the value of your customer interactions, not to eliminate or reduce customer interaction. Effective self-service systems offer:
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Automation can provide tremendous cost savings and operational efficiency to an organization when deployed correctly. However, automation could also serve as a money pit if not carefully considered. Before you begin an automation project, learn about the common pitfalls that organizations face.
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