9 customer service metrics every support team needs to track (and how to do it)

December 1, 2021

Our latest product updates

Nov 3

Event optimizations launch and agent state improvements

Oct 15

Smoother, more intuitive Events experience

Sep 14

Gap filling, backfilling, and a whole lot of performance updates

9 customer service metrics every support team needs to track (and how to do it)

Why top organizations look to workforce planning for achieving success

What is Special Event Forecasting?

Introducing Event Optimizations, aka magic scheduling

What is BPO? Plus FAQs about scaling your customer support operations

7 ways to boost employee morale as a customer support manager

Assembled + Google Calendar = your new favorite schedule

A break-up note to my spreadsheet 💔

3 signs that it's time to think about workforce management

The most commonly believed myths about workforce management

Say hello to time tracking for Zendesk Support

The Essential Workforce Management Glossary: 25 Must-Know Terms and Concepts

Get a head start in Assembled with our latest onboarding updates

Giving our customers better metrics visibility

Configurable forecasts and revamped infrastructure

Why Stripe invested in Support Ops (Event Recap)

What's next for workforce management in 2021? (Webinar Recap)

5 ways workforce management can deliver quantifiable value

Introducing light mode (and other usability improvements)

Everything you need to know about forecast accuracy

3 ways to measure your team's work rate

Enterprise-ready security: SOC 2 compliance and more

Your adherence and conformance cheatsheet

Our top support reads from 2020

Introducing the Agent Activity Report

How to think about scaling support beyond HQ

Introducing the Assembled App for Zendesk

How support teams plan for the holidays (Webinar Recap)

A guide to holiday forecasting for support teams

Introducing the Forecast Accuracy Report

Preparing staffing and scheduling for Daylight Saving Time

3 ways to communicate the value of support to your boss (and their boss)

Expanded metrics for improving team performance

The 4 questions every modern support team needs to ask

What support teams need to know about software

How to build a metrics-driven support culture

What exactly is workforce management?

How Assembled uses Retool to build internal tools

Lessons learned from launching new support channels

Crafting your support channel strategy

5 ways support teams leave money on the table

Future proofing your support team

Scaling a support team to handle spikes in volume

How to use Erlang C to plan staffing

Announcing Assembled for Kustomer: Seamless Workforce Management

Streamlined scheduling for teams

How to build a forecast for customer support

Forecast, schedule, and manage in a highly variable environment (Event Recap)

Managing support challenges at every point of scale

A day in the life of a remote support agent 🏡

Connecting talented support people to jobs during COVID-19

How support teams are adjusting to remote work

Launching Assembled

This will change things.