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

Choosing the right BPO partner can make or break your support operations. That’s why we teamed up with ArenaCX to create a modern BPO RFP starter template — so you can ask the right questions and find the right fit (without the guesswork). Whether you're focused on long-term planning, implementation, or performance tracking, this template covers all the bases. Ready to streamline your search for the perfect partner? Download the free template and get started: https://lnkd.in/g5FjRjiP

Want your BPO agents to feel like part of your internal team? It’s not just about onboarding — it’s about embedding them into your company culture. From regular site visits to shared training, and even celebrating wins together, these six steps create a unified front where BPO agents are as invested in your customers as your in-house team. 

That’s a wrap on this year’s ICMI Contact Center Expo! Big thanks to everyone who stopped by booth 508 to chat with our team. Let’s keep the conversation going — reach out if you want to dive deeper into what’s next for your support team: https://lnkd.in/gwVwzetN

How do you scale support without burning out your agents? Join Kevin Lada (Salesforce), Joshua Stern (Engine), and Tayler Mehit (Assembled) on October 30th for a deep dive into how AI and humans can work together to deliver fast, efficient, and personalized customer support. We’ll cover: 💡 AI-driven workflows that boost productivity and cut resolution times 📊 How WFM and Salesforce Service Cloud unify your support strategy across channels 🔧 Real-life solutions to scale support while keeping quality high Save your spot: https://lnkd.in/gcsFRmPR

Want to get more from your BPO without burning bridges? The champion-challenger model fosters healthy competition that benefits both your vendors and your CX operations. It’s not about pushing partners to the brink — it’s about encouraging them to grow alongside you. Learn how this strategy unlocks continuous improvement, agility, and better results for everyone involved.

You know those increased contact volumes your team is grappling with? They're not slowing down — 57% of customer care leaders expect a 20% rise in call volumes soon. When does it end?! Outsourcing is one strategic lever you can pull to ease the load without losing the stellar support you’re known for. In this article, we break down five actionable steps to help you secure buy-in for outsourcing to BPOs from your company’s leadership, making sure your team stays strong and efficient as demand rises.

Change is inevitable in the contact center world — are you keeping pace? The Assembled team is onsite at the ICMI Contact Center Expo this week! Swing by booth 508 to chat with us about what it takes to embrace change and stay prepared for whatever comes your way.

We’re taking a moment to say THANK YOU to our customers for their feedback! At Assembled, we’re proud to develop our workforce management, vendor management, and AI support products alongside our customers, and we wanted to acknowledge several of our recent releases that came about thanks to ideas from our users. Thanks for helping us to continue to grow the best platform for modern support operations!

Struggling to see the full picture when managing multiple BPOs? You’re not alone. Doug Casterton, Head of Operational Excellence at GetYourGuide, uncovers the hidden challenges of fragmented operations and reveals why visibility is the key to driving efficiency and excellence. With over two decades of experience in contact centers and workforce management across various industries, Doug has seen firsthand how breaking down silos and integrating insights across BPO partners can transform support operations. In this article, he shows how you can take back control of your support ecosystem and turn complexity into clarity.