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.