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

Keeping your contact center running smoothly isn’t just about putting out fires — it’s about having the right tools to make every interaction count. This guide breaks down the top optimization software to help you boost productivity, tame chaos, and keep customers happy.

Crafting an effective contact center budget is more than just crunching numbers; it's about aligning resources with strategic goals to enhance customer satisfaction and operational efficiency. This guide from WFM expert Brad Cleveland offers 12 actionable principles to help you secure the necessary resources, from integrating budgeting with resource planning to identifying key trade-offs and maximizing cross-functional opportunities. By viewing budgeting as a dynamic communication process, you can build a financial plan that not only meets your center's needs but also drives meaningful business outcomes.

AI isn’t here to replace your team—it’s here to amplify what they do best. 💡 Tomorrow, we’re co-hosting a webinar with Intercom featuring Bobby S. and Alex McMullin to explore the latest AI trends from the Pioneer Conference. We’ll dive into how Intercom’s Fin 2 AI agent is transforming customer support and share insights on AI and workforce management from the Assembled side. Want to know where AI can add real value? This session is for you. 🎯 👉 Register now: https://lnkd.in/gkvar6UR

Last week, we had the opportunity to attend the Customer Service Lab workshop—a meeting of the minds with some of the most inspiring support leaders out there. Our Head of Product Olivia Teich joined Chyngyz Dzhumanazarov (KODIF), Deon Nicholas (Forethought), Mercer Smith (PartnerHero), and Matt Price (Crescendo) on the CX Tech Panel to discuss AI's role in CX, the balance between automation and human expertise, and strategies for the future. Thanks to Sophie Conti for bringing this community together and putting on one of our favorite events of the year!

Want to show leadership that workforce management (WFM) is worth the investment? In this guide, Assembled Product Community Manager Sam ✨ Dehart breaks down how WFM drives real ROI — from saving costs through better adherence to reducing burnout and improving customer loyalty. Learn to connect the dots between WFM metrics and your company’s core goals, proving that WFM is more than just a support function — it’s a strategic powerhouse.

Everyone’s talking about AI. But what does it really do for customer support teams? 🤔 Join us on November 20th for a deep dive into the AI trends that are actually working. In this session, Bobby S. from Intercom and Alex McMullin from Assembled will break down Intercom’s latest innovation, the Fin 2 AI agent, and share how AI is reshaping workforce management in practical, impactful ways. Register here: https://lnkd.in/gkvar6UR

Building a workforce management (WFM) team is key to driving efficiency and supporting growth, but where do you start? This guide walks through each critical role — from the real-time specialist who keeps daily operations on track to the strategic planner and manager who shape long-term success. Learn how to assemble a team that’s proactive, equipped to handle today’s challenges, and able to scale with your business.

Team Assembled will be at the Customer Service Lab Workshop next week, ready to chat about the latest CX innovations. Let us know if you'll be there - we'd love to say hi IRL!

AI in customer support: What’s hype, what’s real? On November 20th, we’re teaming up with Intercom to unpack the biggest takeaways from the Pioneer Conference, where they debuted their Fin 2 AI agent. Think AI is just another shiny object? Not quite. Join Bobby S. from Intercom and Alex McMullin from Assembled as they discuss how AI can actually improve your support operations without the buzzwords. What we’ll cover: 👉 How Fin 2 is helping support teams scale smartly 👉 Real-world strategies for blending AI and human expertise 👉 The evolving role of AI in workforce management (spoiler: it’s not a replacement!) Save your spot and get the real insights: https://lnkd.in/gkvar6UR