Unveiling our very new Staffing Timeline

Unveiling our very new Staffing Timeline

Valerie Huynh
Customer Success

January 19, 2022
11 min read

Ah, scheduling. In the world of customer support, we (sometimes) hate to do it, we know we need it, and when done right, we benefit from it in a big way. It’s the door that - once unlocked - reveals numerous benefits. What’s the key to getting schedule adherence right? Inputting your team’s schedules in first! How about achieving your SLA? It’s all about scheduling your agents in the most optimal way, making sure breaks and lunches are staggered. And the best, but also most elusive, part? Even the smallest scheduling tweaks can make a huge difference when it comes to meeting customer support demand on time, every time.

The schedule is the fulcrum in the work–life balance scale, and the scheduling process deserves a maximum amount of care and consideration. (Tiffany LaReau, WFM expert)

And yet, scheduling within a fast-growing company comes with challenge after challenge. Between agents, time zones, BPOs, and additional channels, it can all feel manual, time-consuming, error-prone, and [list your reasons here, we’ll wait]. In fact, amongst our own customers, we’ve noticed that scheduling is considered the #1 most valuable and most used feature while also being the area where we’ve received the most feedback. We’ve also noticed that it’s where our customers spend the most time inside Assembled.

Our goal: make scheduling lovable

One of the things that makes the Assembled user community so special is that they really, truly care — this is true about their jobs, but also about the Assembled product experience. The feedback we get in shared Slack channels, monthly check-ins, and quarterly NPS surveys is pure gold, and it goes straight into product roadmap discussions without much argument. This was especially true about scheduling pain points in Assembled.

We heard about efficiency issues:

And usability: