Assembled

Assembled is a leading company specializing in modern workforce management for BPO organizations. With a focus on optimizing support operations and delivering exceptional customer experiences, Assembled offers comprehensive solutions that are tailored to meet the needs of today's support organizations. The company's cloud-based, omnichannel Support Ops platform provides workforce managers, team leads, and agents with the necessary tools to effectively manage and maintain exceptional customer experiences. Key offerings include the BPO staffing planner, which streamlines staffing for BPO organizations by assessing escalation rates and first call response to hold teams accountable to service agreements. Assembled's platform also features BPO heatmaps, allowing accurate forecasting and planning for multi-channel or omnichannel environments. Users have the option to use out-of-the-box, configurable models or customize their own to fit specific needs. Real-time management is another standout feature of Assembled's platform, providing a clear picture of agent and vendor adherence and occupancy. This enables critical intra-day changes to ensure teams meet SLAs. The company also recognizes the importance of integration with other tools and systems, offering WFM integrations that account for the unique needs of modern support teams. In addition to their comprehensive platform, Assembled provides valuable insights into support team performance, allowing users to coach agents and diagnose root causes of missed SLAs by drilling down into agent productivity, escalation rates, and more. With a focus on customer success, Assembled offers a speedy implementation process and a proactive customer success and support team that is always available to assist clients along their journey. In summary, Assembled is the go-to company for modern workforce management solutions for BPO organizations. Their platform and tools optimize support operations, improve customer experiences, and ensure accountability to service agreements. With high-quality integrations and dedicated support, Assembled is committed to helping organizations succeed in today's fast-paced business landscape.