Joseph McFadden

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Enkata

Joseph McFadden is a veteran of the customer service industry. He has been associated with the launch of several first-in-category solutions including VoIP-based, multi-channel contact routing solutions, voice response systems, and agent optimization solutions. He is currently a Senior Director at Enkata, a leading provider of analytics driven performance management solutions for the contact center.

Article \| April 21, 2010 7 CSR Behaviors on the Desktop that Could be Costing you Millions By: Joseph McFadden A leading health provider with over 6,000 CSRs found that the underlying cause for wide variation in AHT among agents (a 45 second difference for...more >>

Article \| September 1, 2004 Thinking about VoIP? Two Distinct Choices to Consider By: Joseph McFadden Q: Our technology team is hotly debating the Hybrid vs. Pure IP application, and there''s a case to be built for both. Ultimately, what''s the best...more >>