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.

How and why contact centre agents need to know your ideal customer

How to identify your ideal customer

January 4, 2021 Marc Carriere

Learn why sharing the key criteria of your Ideal Customers with contact centre team members will help improve engagement, customer experience, conversion rates and lower costs.

tips for contact centre sales on the sales funnel

Coaching tips for contact centre sales agents

December 8, 2020 Last Updated: December 16, 2023
Marc Carriere

Coaching tips for contact centre sales agents that will help you achieve the best outcomes (applies to both inbound and outbound sales).

How to create a fun call centre

November 10, 2020 Last Updated: May 10, 2021
Marc Carriere

8 expert tips and ideas to create a fun call centre that will boost employee engagement either working remotely or in the contact centre.

Building and Sustaining Team Momentum in a contact centre team

4 Simple Steps for Building and Sustaining Team Momentum

October 21, 2020 Marc Carriere

4 Simple tips on how amazing Team Leaders build and sustain momentum with their team to regularly reach, or exceed its monthly goals, even when working remotely!

How to improve giving feedback to employees

October 15, 2020 Marc Carriere

Gain a better understanding of the importance of giving feedback to employees and what types of feedback are most effective.

10 red flags with new contact centre hires you need to look out for

10 Red Flags to Watch Out for with New Hires

September 21, 2020 Last Updated: September 23, 2020
Marc Carriere

Learn the 10 red flags with new contact centre hires that all Contact Centre managers and Team Leaders need to look out for.

Telemarketing Outbound Calling Tips working in a call centre

4 Quick Outbound Calling Tips Team Leaders Should Coach

September 1, 2020 Marc Carriere

Discover 4 easy to coach outbound calling tips Team Leaders should coach their team to help improve sales conversions in a contact centre.

Cold call tips for getting past gatekeepers

Getting past gatekeepers when cold calling

August 6, 2020 Last Updated: December 16, 2023
Marc Carriere

Discover a successful Cold Call Strategy that gets gatekeepers to help you get through to decision-makers to have a genuine conversation with them!

Team Leader Coaching Fundamentals

July 27, 2020 Last Updated: July 22, 2021
Marc Carriere

Discover 4 contact centre team leader coaching fundamentals that all amazing Team Leaders use to achieve results in building an effective team and be a great leader.