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Zack Taylor

Director

Cisco Global Collaboration

Zack Taylor is the Global Director for Contact Center Sales in Cisco’s Worldwide Collaboration team located in Iselin, New Jersey. In this role, he is responsible for planning, development, and communication of a group of business-relevant customer care solutions based on Cisco’s Contact Center portfolio.

Prior accountabilities include roles in AT&T’s Global Sales Channel, where he was a Global Account Manager in the Financial Services and Banking Industry and Integrated Solutions Organizations. Taylor was also Avaya’s Contact Center portfolio General Manager, and a founding member of its Global Strategic Solutions team, and a principal for the firm’s Customer Contact Council.

He is a published author on numerous Call Center technologies, including articles in Tele-Professional, The European Business Council Journal, Business Communications Review, CTI Magazine, South African Intelligence Monitor, and he has appeared on National Public Radio, discussing the value of technology in supporting customer relationships.

He has an undergraduate degree from Bowling Green State University and a Masters Degree in Business Administration from Ashland University, both in Ohio. He has participated in programs at The London School of Business, University of Michigan’s Executive Education Program, Six Sigma University, and the Alexander Hamilton Institute. Taylor has received his certification as a Net Promoter® Associate from SatMetrix and Certified Customer Experience Professional from the CXPA.

Taylor is a frequent speaker in the collaboration and contact center marketplace at industry and customer events. He has also authored seven approved and two pending US patents on call center and four European patents on CRM innovations.

He resides in Bedminster, New Jersey, USA, with his wife and two children.

Articles

April 24, 2019

COLLABORATION

If We Could Save Time In a Bottle, Would We? Time Distortion and the Contact Center

Time distortion is a common inflection point for positive or negative customer interactions. This is very true when managing a contact center.

February 5, 2019

COLLABORATION

Going Nowhere Fast?

Too much information can turn out to be not enough if the customer doesn’t receive the benefits and your value proposition is not enhanced by the interaction. To take action, put on your customer hat and walk a mile in their shoes – you’d be surprised that what is important may be different – and less complex – than you think.

May 29, 2018

COLLABORATION

The Customer Journey Is the Destination

A customer’s experience with a brand should be a fulfilling journey that anticipates their needs. Cisco Customer Care Solutions has been on a journey of its own.

December 13, 2017

COLLABORATION

7 Things to Know About AI and Contact Center

Seven things to know AI and contact center that could result in lower costs and better service for customers globally.

December 11, 2017

COLLABORATION

Cisco and BT Research the Digital Consumer

Cisco and BT recently surveyed 5,000 consumers across Europe, Asia-Pacific, and the Americas about their changing expectations for customer service. Review these eight trends against your current contact center capabilities.

October 13, 2017

COLLABORATION

The Cisco Contact Center Power Chord

We’ve been building our own power chord for customer care products -- include the right solutions, the right partners, and the right story. Our story is how the Connected Digital Experience benefits the digital journeys of customers worldwide.