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

As the year comes to a close, we’re taking a moment to reflect on everything our customers have accomplished and the tools we’ve built to help them thrive. In 2024, Assembled supported teams worldwide with innovations in workforce management, AI-automated case resolution, and vendor management — empowering them to work smarter, scale faster, and deliver better experiences. Check out all of the highlights here: https://lnkd.in/gMXQbT47

The role of a workforce manager is evolving. Beyond just managing schedules, today’s WFM professionals are strategists, problem-solvers, and key contributors to customer experience. But building a career in WFM can be as complex as the work itself. That’s why we created a career guide specifically for workforce managers. Whether you’re breaking into the field, aiming for a leadership role, or looking to grow your impact, this guide is packed with insights to help you navigate the path forward.

For workforce managers, leadership is the unspoken part of the job description. You’re the bridge between frontline teams and leadership, balancing tactical execution with strategic thinking, all while building trust and driving efficiency. But leading both up and down? That’s a skill many workforce managers learn on the fly. In this blog, we explore the dual challenge of managing up and down: how to advocate for your team’s needs, communicate your value to leadership, and inspire trust and growth within your team. Leadership isn’t about being perfect — it’s about progress. Start here.

Support operations leaders are the backbone of scalable, efficient customer support teams — but the challenges they face are complex. In a recent webinar, Assembled Community Manager Sam ✨ Dehart shared expert strategies from her time as a support operations manager at Imperfect Produce, including: 💡 The role of data in smarter decision-making 💡 How to break down silos and build stronger cross-functional relationships 💡 Leveraging automation without losing the human touch Read the full recap on our blog.

Onboarding a BPO partner can feel like a daunting task, especially when the stakes are high. But with the right strategies, you can turn a complex process into a seamless partnership. We’ve gathered insights from industry experts to help you navigate this critical stage with confidence. From setting clear expectations to leveraging technology, these actionable tips can help you accelerate onboarding and build a foundation for long-term success. Whether you're scaling your support team or fine-tuning existing operations, these insights are designed to help you achieve faster ramp times and better results

AI is no longer just a buzzword — it’s redefining how we think about customer support. At Intercom Pioneer 2024, the spotlight was on how AI is empowering support teams to achieve more with less and deliver faster, smarter resolutions. We’ve distilled key insights from the event, including how support leaders are approaching AI adoption, what trends are shaping the future of customer experience, and practical takeaways for teams ready to lean into this new era.

Is your workforce management strategy too complex for its own good? In our latest guest blog, Pavlos Vasilakis unpacks the hidden costs of overengineering WFM setups. From forecasting pitfalls to scheduling headaches, he explains how an obsession with complexity can undermine performance — and offers practical advice for simplifying your operations. The takeaway? Success doesn’t come from doing more; it comes from working smarter. Read Pavlos’ perspective on why keeping it simple can make all the difference for your team, your customers, and your bottom line.

Thinking of bringing on a BPO or managing a tricky one? We’ve got your back. Join our webinar on Dec. 10 at 10am PT / 1pm ET to learn: ✅ How to choose the right BPO partners. ✅ Tips to avoid billing headaches. ✅ How to build brand consistency across multiple BPOs. ✅ Proven strategies to keep performance on track. Our panel of industry veterans -- Pavlos Vasilakis, Celia SGAR, and Saumitra Dubey -- will share real-world insights and actionable tips you can use immediately. And don't forget to bring your questions for live Q&A!

What does it take to seamlessly integrate AI into support operations? The answer isn’t just about technology — it’s about empowering the humans behind it. In a recent webiar, we sat down with Joshua Stern, Principal Solution Architect at Engine (formerly Hotel Engine), and Kevin Lada, Director of Solutions Engineering for Salesforce Service Cloud. Together, they shared insights on the future of support operations, highlighting the critical role of AI, workforce management, and omnichannel strategy in delivering customer-first experiences at scale. Discover the 5 key learnings from the webinar and see how the right balance of tools and teamwork can transform your approach to support.