The Assembled blog

Navigating the AI maturity curve in customer support

Make smarter business decisions faster with WFM data and AI

Beyond the chatbot: Introducing targeted automations powered by WFM insights

Your guide to understanding how AI fits into customer support

3 things to look out for when choosing AI for customer support

Supercharge your omnichannel support strategy with AI

In an AI-driven world, are soft skills even more important for CX teams?

The evolution of customer support roles in the age of AI

How to use ChatGPT for faster, more empathetic customer support

A brief history of AI in customer support

AI in customer support: A practical guide to understanding and implementing AI

Better RAG results with Reciprocal Rank Fusion and Hybrid Search

Migrating to GPT-4o: How Assembled achieved rapid transition

AI at Assembled: An empirical comparison of LLM evaluation metrics in a customer support setting

Product lessons from Dan Robinson, former CTO of Heap

How Co-founder John Wang “failed” at a YC startup, worked at early Stripe, and then raised $20M

At Assembled, I'm a lot more than an engineer

Introducing a new era of support operations with Case Lifecycle

Unveiling Assembled Assist: Where support quality, customization, and AI-powered efficiency unite

Meet the brand new time tracking experience in Assembled

Assembled 2023 year in review

Service Cloud users can now access Assembled WFM on Salesforce AppExchange

Search within Assembled at the speed of light

Assembled gains ground with enterprise companies in the G2 Fall 2023 Report

Get faster, more secure logins with SAML SSO for Assembled

Act when it matters most with our enhanced real-time experience

Giving you real accountability and visibility with Assembled for Vendor Management

Introducing Klaus: The ultimate QA integration for Assembled users

Fantastic forecast models and how to find them

One platform for all — introducing BPO & WFM integrations

Schedule more efficiently at scale with these time-saving updates

Drive CX efficiencies with data you can trust

Assembled earns 49 badges in the G2 Winter 2023 Report

Assembled 2022 year in review

Introducing: The first workforce management platform for Zoom Contact Center

Building a smarter contact center with Amazon Connect and Assembled

Consolidate time-off requests into one platform with Workday and HiBob

Transform your support operations with our updated forecasting experience

Streamlining support with Assembled + Talkdesk

A new frontier: Introducing our email backlog forecast

A Series B announcement, and a thank you

Assembled raises $51M in Series B fundraising

Meet our new Agent Scorecard and MaestroQA integration

Introducing our new Five9 integration

Unveiling our very new Staffing Timeline

Introducing our new integration for UJET

Introducing Event Optimizations, aka magic scheduling

Assembled + Google Calendar = your new favorite schedule

Say hello to time tracking for Zendesk Support

Giving our customers better metrics visibility

Configurable forecasts and revamped infrastructure

Assembled raises $16.6M in Series A fundraising

Introducing light mode (and other usability improvements)

Launching Assembled

6 core tenets of effective WFM data practices

4 reasons Assembled’s Case Lifecycle data model saves you money

How to talk to your team about adherence

7 tips to get ahead of daylight saving time

The benefits of API-first support tools

6 steps to find the right WFM vendor for your growing organization

A practical guide to building the ultimate customer support tech stack

What is workforce optimization?

How to move beyond WFM: What it takes to accomplish workforce optimization

Why tech stack consolidation isn’t the magic bullet you think it is

5 ways your customer support tech stack is failing you

The state of support tech in 2024

Why top organizations look to workforce planning for achieving success

Workforce management fundamentals, explained

The new way to BPO: A conversation about outsourcing with care

Falling back: 7 tips for navigating the end of daylight saving time

Leveraging the champion-challenger model to optimize BPO performance in CX

The ultimate guide to effective vendor management: Overcoming challenges and best practices

How to land your dream job: A comprehensive career guide for workforce managers

6 questions to ask when building your WFM team

Is your WFM tool draining your time and money?

2023 benchmark survey report

A workforce manager’s guide to better back-office contact center operations

Building an elastic workforce: Planning, systems, and execution

Understanding omnichannel: Your guide to cohesive and connected customer support

What I’ve learned about scaling customer support

7 workforce capacity planning FAQs

What is the difference between business process outsourcing (BPO) and call centers?

The only WFM RFP template you’ll ever need

So, you missed SLA — what happened?

Diary of a former workforce manager: How I got others on board with WFM

5 customer support trends to watch in 2023

Demystifying BPO management for your support team

Scale customer support with business process outsourcing

12 budgeting principles to keep your contact center resourced

6 tips for driving better scheduling practices

7 ways to improve schedule adherence

6 steps to make your BPO agents feel like part of your internal support team

Customer service outsourcing buy-in: How to get the green light on BPO

Build a recession-proof business with a BPO provider + an internal support team

How to achieve effective SLA management with limited resources

A how-to guide to working with BPOs

How to be a good team leader for an empowered customer support operation

5 steps to building a culture of empathy and inclusivity for your support team

How to encourage professional development opportunities for support agents (and why you should)

Customer support training and onboarding need a makeover: Here's how to do it

9 workforce management best practices

How to improve the employee experience without sacrificing workforce planning needs

Create the flexible work arrangements your support team needs (in 5 steps)

Customer support outsourcing for pros: How to achieve effective BPO management

How to refine your capacity planning process to ensure continued success

9 best practices to optimize call center scheduling

Why every support team needs a customer-centric culture (and how to create one)

What to know about launching live chat support vs. live phone support

Want to future-proof your workforce management system? Implement these 5 strategies

7 Assembled WFM features that are changing customer support for good

State of customer support 2021: 5 key insights on customer support software, channels, and challenges

9 customer service metrics every support team needs to track (and how to do it)

What is BPO? Plus FAQs about scaling your customer support operations

7 ways to boost employee morale as a customer support manager

3 signs that it's time to think about workforce management

The most commonly believed myths about workforce management

What exactly is workforce management?