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

What does it take to keep a team of agents motivated and engaged? Ashley Pinales, Senior Workforce Manager at Dutchie, shares why vulnerability is key to creating a positive work environment, how to create a culture of honest communication, and what role learning plays in employee engagement (spoiler alert: it’s not just for agents).

Brad Herrington of Pathfoot Consulting Group joined our recent webinar to bust common myths and misconceptions about tool consolidation. One of the top reasons all-in-one solutions can’t really meet all needs? Too many cooks in the kitchen. Watch the full on-demand replay here: https://hubs.ly/Q02JjyP80

Talal Naboulsi is a Sales Engineer who’s worn a lot of different hats since joining Assembled as one of its first 10 employees. In this interview, he shares how he went from an Assembled user to an Assembled employee, what learning curves he’s had to overcome when stepping into the many roles he’s taken on, and why you don’t need to have done a job in the past to be good at it.

Scaling customer support is more than just increasing headcount — it's about strategic growth, leveraging the right technology, and maintaining a human touch. Discover the key lessons we've learned to ensure your support team thrives at any size.

Customer support isn’t for the faint of heart — it’s a job where patience, quick thinking, and a healthy dose of humor are your best friends. We’ve rounded up some of the funniest, most unexpected stories from the frontlines that will have you laughing out loud. From strange tech quirks to surprising photo mishaps, these tales prove that in customer support, you’ve always got to be ready for anything!

Say goodbye to forecasting guesswork! 🌟 On August 28th, Sam Dehart from Assembled and Jessica Bright from Autodesk will reveal how modern teams are perfecting their omnichannel staffing. Join our webinar to learn how the experts plan for all types of case work to improve their Service Cloud operations. You'll walk away with practical steps to uncover gaps and upgrade your forecast model for better accuracy. Save your spot here: https://lnkd.in/g7q_bAPD

Ever feel like adherence is just "Big Brother" 👁 keeping tabs? It doesn’t have to be that way. In our latest blog, Assembled Product Community Manager Sam ✨ Dehart breaks down how smart adherence practices can actually empower your agents — transforming this often misunderstood metric into a driver of success. Let’s reframe adherence from a stressor to a win-win for both your team and your bottom line.

Struggling to retain top talent in your support team? Embrace flexible work arrangements to boost employee satisfaction and productivity.

As a workforce manager, does the relationship between you and agents ever feel a little… adversarial? It might be time to revisit your scheduling practices! Balancing the needs of the business with the needs of frontline agents is no easy task — but one doesn’t have to come at the expense of the other. In this article, Sam ✨ Dehart, Assembled’s Product Community Manager and a former WFM, shares 6 best practices for agent-friendly scheduling.