blog/
255 pages · Updated July 18, 2026
Pages
- Unveiling our very new Staffing Timeline
- The cost of complexity: Are you overengineering your WFM?
- AI in Customer Support: A Practical Implementation Guide
- How to Move Beyond WFM to Workforce Optimization
- Solving BPO Management: Q&A with Assembled's Top Engineer
- How We Achieved 12× Speedup on an NP-Hard Problem
- Assembled Product Roundup: 2024 Configurability Features
- From PayPal to Chewy: Matt Rinkol's WFM Playbook
- The New Economics of Phone Support | Assembled
- How Assembled Co-founder John Wang Raised $20M | Story
- Everything you need to know about forecast accuracy
- Scaling Support in an AI-First World | Assembled
- State of Customer Support 2021: 5 Key Insights
- How to Refine Your Capacity Planning Process | Assembled
- Professional Development for Customer Support Agents
- What Is BPO? FAQs About Scaling Customer Support
- 7 Ways to Boost Employee Morale in Customer Support
- Lessons in Adaptability: DoorDash's WFM Leader
- The evolution of customer support roles in the age of AI
- The Hidden Costs of Outdated WFM Tools | Assembled
- Navigating the AI maturity curve in customer support
- The benefits of API-first support tools
- So, you missed SLA — what happened?
- How to build a metrics-driven support culture
- Scale your customer support operations with BPO
- Effective SLA Management with Limited Resources | Assembled
- The case for WFM: Proving ROI and impact
- Making space for neurodiversity in WFM
- Scaling LLMs with Golang: Serving Millions of Requests
- How to Upgrade Customer Support Training & Onboarding
- Supercharge your omnichannel support strategy with AI
- Learning on the Job: Q&A with Assembled's First Biz Hire
- Real agentic workflows our chat AI resolves
- Say hello to time tracking for Zendesk Support
- How to Be a Great Customer Support Team Leader
- How to Improve Employee Experience & Workforce Planning
- Navigating the challenges of multi-BPO integration
- Leadership Skills for Workforce Managers | Assembled
- The Ultimate Guide to Effective Vendor Management
- Laying Scalability Foundations | Q&A with First Support Hire
- What I’ve learned about scaling customer support
- Schedule adherence: Finding the sweet spot
- The most commonly believed myths about workforce management
- Streamlined scheduling for teams
- Simplify BPO Invoices with Assembled's Billing Report
- Product lessons from Dan Robinson, former CTO of Heap
- Observations from dogfooding our own AI product
- Schedule More Efficiently at Scale | Assembled
- Real Accountability with Assembled Vendor Management
- How to approach an RFP for AI-powered support
- Meet Assembled AI voice agents
- How I Got My Team on Board with WFM | Assembled
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- Assembled WFM Now Available on Salesforce AppExchange
- Meet the brand new time tracking experience in Assembled
- Introducing Case Lifecycle | A New Era of Support Ops
- Saving Engineering Hours by Writing Tests with LLMs
- Search within Assembled at the speed of light
- Assembled CEO Ryan Wang on the Future of AI & Support
- Boost BPO results with the champion-challenger approach
- Making WFM easier, thanks to customer feedback
- Streamlining support with Assembled + Talkdesk
- How to Build a Workforce Forecasting Process | Assembled
- How to Use ChatGPT for Better Customer Support
- Migrating to GPT-4o: How Assembled achieved rapid transition
- How to Engage & Motivate Agents | Q&A with Dutchie
- How to assemble accessible apps
- Make smarter business decisions faster with WFM data and AI
- Is your WFM tool draining your time and money?
- How Assembled's Voice AI Works | What Sets It Apart
- How to get buy-in for customer service outsourcing
- How AI Support Tools Are Priced: Questions to Ask
- A guide to holiday forecasting for support teams
- Investigating user behavior click by click
- How to Evaluate Your AI Proof of Concept | Assembled
- How Assembled uses Retool to build internal tools
- Introducing light mode (and other usability improvements)
- Assembled + ServiceNow Integration for WFM | Assembled
- How to Roll Out an AI Copilot Your Team Will Use
- Assembled for Gorgias: WFM for eCommerce Support
- Introducing Event Optimizations, aka magic scheduling
- How We Learned to Love AI in Coding Interviews
- Going from great to top 1% with AI automation
- Introducing Knowledge Opportunities
- Are Soft Skills More Critical for CX Teams with AI?
- One platform for all — introducing BPO & WFM integrations
- Introducing Klaus: QA Integration for Assembled Users
- Scaling AI in Support Without Losing the Human Touch
- Omnichannel AI Agent for Chat, Voice & Email | Assembled
- How Our AI Chat Agent Resolves 70% of Customer Chats
- How to talk to your team about adherence
- Introducing Data Connectors
- Introducing Assembled + Gladly Integration | WFM
- Get faster, more secure logins with SAML SSO for Assembled
- Introducing our new integration for UJET
- How we shipped GPT-5 support before lunch
- The Gen AI hype is over — now comes the hard part
- Introducing our new Five9 integration
- Giving our customers better metrics visibility
- New Onboarding Updates | Get Started with Assembled
- Crafting the future of user experience at Assembled
- How to Achieve Effective BPO Management | Assembled
- 5 customer support trends to watch in 2023
- Building customizable roles at Assembled
- How Support Teams Use Copilot to Boost Performance
- AI is advancing support but leaving agents behind
- What is workforce optimization?
- Why Support Teams Need a Customer-Centric Culture
- The state of support tech in 2024
- Your LLM provider will go down, but you don’t have to
- Why the Future of WFM Is More Human Than Ever
- Why Top Organizations Invest in Workforce Planning
- 9 workforce management best practices
- Why customers hate IVR (and how you can fix it)
- 5 Strategies to Future-Proof Your WFM System
- Unveiling Agent Copilot: AI-Powered Support Quality
- Future proofing your support team
- From CSM to Product Manager: An Assembled Team Q&A
- Best AI chat agents for customer support (2026): Platforms compared
- 7 Assembled WFM Features Changing Customer Support
- Building an Elastic Workforce: Planning & Execution
- From Customer Success to Product Management | Assembled
- What to look for (and what to avoid) when buying WFM in 2026
- Why Tech Stack Consolidation Isn't a Magic Bullet
- Omnichannel Customer Support: Definition & Strategies
- Better RAG Results with Reciprocal Rank Fusion
- 7 workforce capacity planning FAQs
- New Omni-Channel Staffing in Salesforce | Q&A with Autodesk
- 9 Customer Service Metrics Every Support Team Must Track
- 7 best AI copilots for customer support (2026 buyer’s guide)
- What We Learned Running Voice AI in Support | Assembled
- 9 best practices to optimize call center scheduling
- 5 Steps to Flexible Work Arrangements for Support Teams
- A how-to guide to working with BPOs
- How AI Fits Into Customer Support: A Practical Guide
- Webinar recap: 5 tips for support operations leaders
- Why I Code as a CTO | Assembled Engineering Blog
- 2023 Customer Support Benchmark Survey | Assembled
- Building voice AI at scale: A conversation with Jake Chao
- AI-Powered Support with Assembled + Salesforce
- Why Support Teams Are Ditching Chatbots for AI Agents
- Brian Sze on the Rise of Strategic Customer Support
- Future-Proof Your WFM Stack: 5 Requirements for 2030
- Funny tales from the frontlines of customer support
- Updated Forecasting Experience | Assembled WFM
- Build a Recession-Proof Support Team with BPO
- 2023 Customer Support Benchmark Survey | Assembled
- Buying AI for support? Here’s what most teams get wrong
- The state of support ops in 2025
- What exactly is workforce management?
- Why This Former WFM Joined Assembled's Mission
- Intercom Pioneer 2024: AI Insights & Future of Support
- Drive CX efficiencies with data you can trust
- From Power User to Product Evangelist | Assembled Q&A
- 5 Steps to Build Empathy & Inclusivity in Support
- Engineering AI-Powered Support: Q&A with Joe Gershenson
- 7 tips to get ahead of daylight saving time
- The only WFM RFP template you’ll ever need
- Fantastic forecast models and how to find them
- Assembled 2024 Year in Review | What we shipped
- Expanded metrics for improving team performance
- Beyond the RFP: 11 Things WFM Vendors Hide | Assembled
- Empowering operational excellence with data-driven WFM
- Crafting your support channel strategy
- How we build empathy with company-wide support rotations
- Assembled 2023 Year in Review | What we shipped
- DIY AI Agents for Faster Case Resolutions | Assembled
- Real Call Center Workflows Our Voice AI Resolves
- Assembled's Support Orchestration Suite | AI + WFM
- Building a crisis-ready support function with AI and WFM
- the-power-of-workforce-management-software-integration-with-intercom.html
- 7 Tips for Navigating the End of Daylight Saving Time
- A guide to optimizing your knowledge base for AI
- How to build a contact center budget that delivers
- What is the difference between BPO and call centers?
- Customer-First Support Strategy with Best-in-Class Tools
- Closing the BPO Quality Gap: 5 Expert Takeaways
- A new frontier: Introducing our email backlog forecast
- Configurable forecasts and revamped infrastructure
- Faster, Smarter Global Support with AI Chat Agent
- Why Most Support AI Builds Stall | Assembled
- How BPOs and AI Copilot Transform Modern Support
- The New Way to BPO: Thoughtful Outsourcing with Care
- 3 ways to measure your team's work rate
- Building Assembled: Q&A with an Early Engineer
- Behind Assembled's Big Bet on AI | Team Conversation
- WFM Guide to Back-Office Contact Center Operations
- Your adherence and conformance cheatsheet
- At Assembled, I'm a lot more than an engineer
- 6 Steps to Find the Right WFM Vendor | Assembled
- 3 Ways to Communicate Support's Value to Leadership
- Enterprise-ready security: SOC 2 compliance and more
- assembled-mcp-use-cases
- Assembled 2022 Year in Review | What we shipped
- Introducing the Forecast Accuracy Report
- Schedule Generation: AI-Powered Scheduling | Assembled
- How to Build Stronger Remote Support Teams | Assembled
- 5 Key Learnings: Building a Support Team with AI
- Consolidate Time-Off Requests with Workday & HiBob
- agentic-workforce-management
- Bad chat support is costing you customer loyalty
- Best practices for agent-friendly scheduling
- Assembled transforms support operations with Claude
- Introducing the Assembled MCP
- Assembled raises $51M in Series B fundraising
- Demystifying BPO management for your support team
- A Career Guide for Workforce Managers | Assembled
- Beyond the Chatbot: Targeted Automations from WFM
- Introducing Brand Studio
- Build a Smarter Contact Center with Amazon Connect
- Agentic Workflows: Beyond Simple Support Automations
- A step-by-step guide to growing your WFM team
- Assembled raises $16.6M in Series A fundraising
- A Conversation with Assembled's AI Deployment Strategist
- Assembled + Google Calendar = your new favorite schedule
- A winning formula for navigating outsourcing partnerships
- 7 expert strategies to accelerate your BPO onboarding
- AI-Powered Scheduling for Agent Flexibility | Assembled
- Future of CX with Assembled, Five9 & Level AI
- LLM Evaluation Metrics in Customer Support | Assembled
- Assembled + Level AI: Modern Workforce Engagement
- 3 Things to Look for When Choosing an AI Copilot
- Meet our new Agent Scorecard and MaestroQA integration
- How to turn your BPO agents into team players
- Assembled Grows in the G2 Fall 2023 Enterprise Report
- 5 ways your customer support tech stack is failing you
- How to Build the Ultimate Customer Support Tech Stack
- Assembled WFM for Zoom Contact Center | Now Available
- Introducing the Assembled App for Zendesk
- Assembled earns 49 badges in the G2 Winter 2023 Report
- A brief history of AI in customer support
- Assembled + Dixa: Complete Support Ops Solution
- Introducing AI Experience Scores
- 5 ways workforce management can deliver quantifiable value
- Live Chat vs. Live Phone Support: What to Know
- 100 Assemblers and Counting: Q&A with Early Hires
- Enhanced Real-Time Management Experience | Assembled
- 6 core tenets of effective WFM data practices
- 5 ways support teams leave money on the table
- AI-Powered WFM for Genesys Cloud | Assembled
- 6 tips for driving better scheduling practices
- Assembled for Kustomer: Seamless Workforce Management
- 7 ways to improve schedule adherence
- 6 questions to ask when building your WFM team
- Introducing the Assembled Mobile Agent Experience
- 5 tips for empowering agents through adherence
- A Series B announcement, and a thank you
- 5 Ways We're Making Scheduling Easier with AI | Assembled
- 4 Reasons Assembled's Case Lifecycle Saves You Money
- How to use Erlang C to effectively plan call center staffing
- 3 signs that it's time to think about workforce management
- Assembled Blog | Customer Support & WFM Insights
- Assembled + Five9: Agentic WFM for Intelligent CX
- Best AI voice agents for customer support (2026): Platforms compared
- Assembled for Salesforce: Unlock Omni-Channel WFM