"The forecasting capabilities in Assembled allow us to accurately schedule all our agents across multiple skills to serve product types in the UK and the US. It’s allowed us to enhance efficiency and scale service while allowing us to provide a world-class standard of service that very few contact centers …
"Our spreadsheet schedule had most agents on calls, one person on chat, and two on tickets every day. When call volumes spiked, we’d scramble to shift someone from chat or tickets to calls. It was reactive and couldn’t scale."
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