Articles by Marc Carriere

About Marc Carriere

With 34 years of worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Managers and Team Leaders and having owned a call centre himself Marc is well aware of the difficulties Call Centres face in consistently meeting their targets and KPIs.

Team Leader Job Description

November 2, 2021 Marc Carriere

It can be tricky writing a contact centre Team Leader job description so we’ve done the hard work for you with this free template.

Setting KPIs for Call Centre Team Leaders

October 7, 2021 Last Updated: May 25, 2025
Marc Carriere

It’s one of the toughest jobs in the call centre so learn more about how to set the right KPIs for Call Centre Team Leaders to drive success.

Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021
Marc Carriere

An easy-to-learn and coach Call Structure for call centre agents that works for sales or service without the use of a script!

How to manage a Team Leader’s time

June 16, 2021 Last Updated: July 28, 2021
Marc Carriere

Some great tips on how to manage a Team Leader’s time in a contact centre that will help you, the Team Leader and their employees.

7 Pillars For Creating Amazing Team Leaders

May 24, 2021 Marc Carriere

Discover the 7 Pillars for creating amazing contact centre Team Leaders who coach, nurture and lead high-performing teams.

Call Centre Pre Shift Meeting Preparation

April 29, 2021 Marc Carriere

Learn a simple technique to prepare your Call Centre team members for their shifts that Olympic athletes regularly use themselves!

Tips on using Emotion and Logic to increase sales

Using Emotion and Logic in Sales

March 3, 2021 Last Updated: May 31, 2025
Marc Carriere

A great tip on how to coach call centre agents on the power of using emotion and logic to increase sales performance and results.

Call Centre Reward and Recognition Program

February 21, 2021 Marc Carriere

Discover how to create the best motivational Call Centre Reward and Recognition Program team members love, without breaking your budget!

Call Centre Poker

February 4, 2021 Marc Carriere

Call Centre Poker is a game that can be used in inbound or outbound contact centres to improve performance results (and its fun!).

How to ask sales discovery questions

January 21, 2021 Marc Carriere

Discover a simple process for coaching contact centre sales agents on how to ask sales discovery questions that provide the consumer intelligence to make more sales.