Webinar: Choosing the right customer support tech stack: Expert insights from Matt Armbruster by OrbitalX Webinars

About This Webinar

Join us for an exclusive session with WFM expert Matt Armbruster as we explore the evolving landscape of customer support technology. With major players like Zendesk expanding into Assistants, WFM, and QA, Matt will share his expert insights on:

- The reasons behind this industry shift
- The advantages and drawbacks of a consolidated tech stack
- The suitability of these integrated solutions for complex customer support operations

Is consolidation the best choice for your business? Or are these companies prioritizing convenience over optimal outcomes and efficiency?

Agenda

Current State of the WFM Market: Matt Armbruster’s insights on what excellence looks like today.
Consolidation: Understanding why it's happening and its impact on businesses.
Future of WFM: A look at upcoming trends and what the future holds for workforce management.

Matt Armbruster

Founder of TwentyTwoEleven Ventures and WFM Expert

Matt Armbruster is an experienced leader in the WFM space, having spent the last 15+ years leading teams, building processes, scaling operations across domestic/international spectrums and creating optimized planning and scheduling processes that drive operational efficiency for global operations. In October 2022, Matt launched his WFM consulting company, TwentyTwoEleven Ventures, fueled by his passion for the niche WFM space and belief that better planning, creative thinking, driving efficiency and defining/managing risk are the ways to propel business forward. At the heart of TwentyTwoEleven is the desire and capability to solve your business’ most complex problems, create efficiencies that provide sustainable outcomes and deliver value to your business in both the short and longer term through various avenues, to include WFM Implementation, Technology Reviews and Assessments, Capacity and Strategic Planning, Data Analytics and WFM Personnel Training.

Sagar Haria

Head of Product at Surfboard

As the Head of Product at Surfboard, Sagar Haria is enhancing the world of workforce management (WFM).

Surfboards’ goal is to make work more human for customers, planners and surfers (CS agents). At Surfboard, Sagar focuses on developing tools that maximise the AI opportunity in customer service, creating performance reporting tools that are intuitive and comprehensive and driving productivity improvements for agents.

With a background in managing complex product portfolios in customer service environments and a passion for leveraging technology to solve real-world problems, Sagar is focused on building a simple product that ensures teams can work smarter every day.