Marchex launches Agent Behaviors solution

Marchex (MCHX) launched Agent Behaviors, a new solution that delivers detailed agent performance analysis and recommendations to help franchises, dealers, and other organizations book more appointments, increase sales, and improve customer satisfaction. Agent performance has a direct impact on whether customer conversations convert into booked appointments and positive experiences. According to Marchex analysis, agents who demonstrated exemplary behavioral competencies achieve significantly higher appointment rates than those with lower ratings. For many organizations, agent performance has traditionally been difficult to measure at scale. Without granular data, agent coaching remains relatively generic and performance issues surface too late to address. Marchex’s Agent Behaviors solution offers a scalable alternative to traditional coaching and quality assurance methods and provides a leading indicator for business leaders to identify performance issues before appointment rates or customer satisfaction scores are adversely impacted. As organizations place heightened emphasis on converting inbound leads and delivering enhanced customer experience, gaining insight into the dynamics of customer conversations is essential. Agent Behaviors enables organizations to pinpoint actions that impact whether a conversation leads to a scheduled appointment or results in a missed opportunity.