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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

October 22, 2015

2

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 of events first turned him into a superstar in the U.K. So much of what happened to Hendrix parallels the global r…

September 17, 2015

4

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 modest acting success before being cast as the half-human, half-Vulcan in 1964. Among the many attributes Spock had, two relate to the mode…

August 6, 2015

7

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 business came on in an advertisement. He ended his pitch with the tag line “I promise you the best service humanly possible”. This caught…

June 16, 2015

2

COLLABORATION

Can Your Customers Name Your Brand in Three Notes?

Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis, and Louis Armstrong among many others. Included in his many contributions to music is his famous half-…

April 20, 2015

3

COLLABORATION

“Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service

Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still enjoy today. Always looking to impress, I’d listen to the albums again and again looking to memorize the lyrics if the chance for a sing-along ever presented…

February 24, 2015

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COLLABORATION

The Steely Dan Contact Center: When “Do It Again” Isn’t a Hit

In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical references, a loyal following for the band endures even in 2015. One of the hits, Do It Again raced up the charts as a pop-music rarity – a hit…

January 27, 2015

2

COLLABORATION

“Who Can it Be Now?” is No Longer a Legitimate Question in the Call Center

In 1982, the Australian group Men at Work reached the #1 spot on the Billboard music charts with a song titled “Who Can it Be Now?” The accompanying early MTV-era video proved to be extremely popular, portraying a visitor to an apartment peering through a keyhole. And it didn’t hurt that lead…