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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

May 18, 2017

COLLABORATION

It’s A Bot Time – and Money

Almost every innovation in contact center technology in the last 40 years was designed to attack the issue of time savings. The next wave of innovations is well underway. This time, it's an exciting new array of bots, AI, and machine learning. These are a critical set of enablers that deliver a true “next generation” customer experience.

February 8, 2017

COLLABORATION

Contact Center: The Digital Goalkeeper

While watching soccer in the United Kingdom (or as the rest of the world calls it, football), I metaphorically started to think of how the modern contact center has become what I refer to as the “digital goalkeeper.” Think of your contact center as your “digital backstop” and your agents as your “digital goalkeepers.”

August 10, 2016

COLLABORATION

“I’ll Know it When I Feel It” – A Connected Digital Experience

Feelings are critical to how consumers evaluate the companies they interact with. They are looking more to be “connected” with, to, and through their suppliers. And when they do connect, it is increasingly via a digital asset. Consumers are looking for an experience that drives a positive emotion for them. Companies like Cisco provide solutions that ultimately help generate those feelings for consumers and businesses worldwide.

May 4, 2016

COLLABORATION

G.U.N.T.H.E.R Care for Customer Care, Beyond Robotic

Some of the most iconic characters in movies and television haven’t even been human. For example, most people don’t realize the name of the robot on Lost in...

February 18, 2016

COLLABORATION

Play It Backwards: Jimi Hendrix and Customer Experience Part III

A mentor of mine once told me, “if you have trouble solving a problem, try innovating from the opposite direction.”...

December 17, 2015

COLLABORATION

Make Some New Friends: Jimi Hendrix and Customer Experience Part 2

Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix. In May 1966,...

October 22, 2015

COLLABORATION

Are You (Customer) Experienced? Jimi Hendrix and CX

Like most “overnight” sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series...

September 17, 2015

COLLABORATION

Mr. Spock Meets The Contact Center

One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only...

August 6, 2015

COLLABORATION

The Best Service Humanly Possible

Sitting in traffic the other day, I tuned off my Peter Frampton Spotify channel and started to listen to New York area local AM radio. The president of a mortgage...