Zack Taylor

American rock band Boston’s 1976 debut album still holds the record for highest-selling debut album ever with 17 million copies sold. What most people don’t know is that the record was years in the making, and almost all instruments were recorded by a single individual – founder and leader, Tom Scho…

A Trustworthy Path to the Cloud for Large Contact Centers   In 2020, it almost goes without saying that cloud technology plays a large role in delivering the innovation, feature speed and agility that today’s contact centers need to deliver exceptional customer experiences.   The new bar is set by a…

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud.  According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center with…

Formula one driving has a few things in common with a call center. Leading racers have stated  “to go fast, you first have to go smooth”. There are important elements to racing that apply to running a contact center.  Looking ahead, understanding the changes in the road, maintaining focus, staying a…

Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers?…

Your contact center agents’ journey plays a critical role in customer experience Often what should be obvious is not all that obvious If we had to think through every possible scenario for every decision, we probably wouldn’t get much done in a day. While no decision is made with certainty, ev…

Jim Croce’s posthumous #1 hit “Time In a Bottle” was noteworthy for two reasons – one, it had a waltz tempo, and two, only three instruments were used to produce the song. More importantly – Croce had it right when he penned “but there never seems to be enough to do the things that we want to do, on…

Studies show that even under perfect driving conditions, speeding over short distances leads to marginal savings in getting to your destination. Add a few traffic lights, a couple of curves, a bit of traffic or weather, and the time-saving benefits taper down to little or none. So why cutoff, tailga…

Many lead singers of classic rock bands can no longer hit the notes of their youth. Enter the cottage industry of sound-alikes. Lou Gramm of Foreigner has given way to Kelly Hanson. Jason Scheff replaced Peter Certera of Chicago. Perhaps the best example is Arnel Pineda, who replaced Steve Perry in…