Assembled

We’ve spent years partnering with some of the most innovative support teams out there, learning about their toughest challenges and developing solutions to help them deliver seamless customer experiences efficiently. Through this journey, it became clear that teams needed a way to dive deeper into their support data to uncover new insights, especially for complex cases. So, we dreamed up a solution that not only offers greater visibility but also enhances staffing accuracy, real-time management, and operational efficiency. Then, we built it. Today, we’re excited to introduce Case Lifecycle, a groundbreaking new data model. It works by breaking down each case into its essential units of work, allowing you to examine individual cases or zoom out to uncover bottlenecks and improve teamwide processes. And the results from our early users speak for themselves: 99% forecast accuracy, $500k in savings, and hours saved in manual work. Learn more about the future of support operations on our blog. https://hubs.ly/Q02DrznF0

Schedule adherence isn’t always an easy topic to discuss with your team. A lot of people see adherence monitoring as a form of micromanagement — one that leads to high stress and a perceived lack of trust and autonomy. But it doesn’t have to be that way. Adherence is an incredibly powerful performance measure that ensures your customers get the support they need when and where they need it. And when communicated with honesty and transparency, adherence can empower frontline agents to take ownership of their contributions. In this article, you’ll learn five practical tips to help you demystify adherence and get your team on board.

Outsourcing can be a great way to scale CX resources at optimal cost, but getting it right all depends on how you manage your BPO relationships. Recently, John Glantz, VP of CX Transformation and Outsourcing at InflowCX, and Kyle Underseth, Enterprise Sales Leader at Assembled, teamed up to unpack what effective BPO management looks like. Their advice? 👉 Focus on selecting the right outsourcing vendor and setting the right criteria to achieve a balance between cost and high performance. This is essential for managing new channels, expanding product lines, extending operating hours, and offering diverse language support effectively. 👉 Treat your BPO provider as part of your team by thoroughly understanding your operations, being selective in provider choice, ensuring clear accountability, aligning data and performance metrics, and fostering strong collaboration. 👉 Adopt a multi-supplier strategy by normalizing and integrating data across vendors, establishing clear commitments and success metrics, and leveraging specialized providers for specific capabilities. Read the full webinar recap to learn more!

Jessica Bolber, who goes by JB, has built many of the process that have helped Assembled scale from a team of less than 10 to a team of almost 100. In this interview, she shares how Covid layoffs opened the door for her to join Assembled, what she does to overcome imposter syndrome, and why working at Assembled is type-two fun. Read the full Q&A.

In contact center workforce management (WFM), data isn't just important — it's your lifeline. It drives every smart decision, optimizes your resources, and keeps your operations running smoothly. But when data goes wrong? That’s when you face costly staffing mistakes, frustrated employees, and unhappy customers. To ensure cost-effective, efficient, and reliable support operations, here are six non-negotiable data practices your WFM tool must follow.

The perfect data model doesn't exi... Our latest innovation, Case Lifecycle, tracks each interaction within a case individually, providing detailed insights and enabling more accurate forecasting and smarter resource allocation. See support operations in a whole new light: https://hubs.ly/Q02DMWBJ0

ICYMI: Assembled Product Marketing Manager Kate Hutchinson caught up with Thrasio Chief Experience Officer gershwin exeter to uncover what it took for his team to successfully implement advanced AI. Spoiler alert: it’s a whole lot more human than you might expect! In this event recap, you’ll learn: 👉 How Thrasio reduced its first reply time from 69 minutes to 1 minute 👉 How Thrasio’s strategic, human-centered approach to rolling out AI increased employee satisfaction from 71% to 79% 👉 And how automated responses by Assist were so good that one happy Thrasio customer offered to buy the bot a beer

Data sits at the center of successful support operations. But error-prone spreadsheets and outdated workforce management technology hold customer support teams back from leveraging the goldmine of data at their disposal. In this article, we highlight three customer stories that embody the transformative power of data-driven WFM. From comprehensive data models to custom API solutions to streamlined vendor management, these case studies showcase how Assembled’s data-first approach helps teams harness the full potential of their data.

Your customers expect fast, helpful, and friendly responses when they reach out to your team for support. But if your tech stack isn't up to par, you could be setting your team up for failure. Discover the hidden pitfalls and learn how to turn your technology into a competitive advantage.

In honor of Assembled’s journey from three founders in 2018 to a team of 100 strong in 2024, we’re spotlighting early hires. Up first is Taylor Milliman, an Engineering Manager who led the team that built Assembled Vendor Management. In this interview, Taylor shares what it was like working at Assembled when it was still in its seed stage, how the company has managed to maintain its scrappiness as it’s matured, and why a little bit of paranoia is actually a good thing when building a new product.