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Web Analytics: Data Redefining Website Call Conversions in 2016

Web Analytics: Data Redefining Website Call Conversions in 2016

Numbers are a business person’s best friend. If you aren’t convinced yet, perhaps statistics by the Economist Intelligence Unit will do the trick. It appears 60% of professionals believe data generates revenue within their companies and 83% feel that data increases profitability for existing services and products (source: Forbes).

Closely related to CRM strategies which include website phone call tracking, a recent survey on Statista shows that industries with the worst customer service are government offices, telecommunications, health care, utilities, insurance, airlines and retail. With each industry offering customers the possibility of phone calls directly from their website, let us address the importance of data and tools of trade for website call tracking. Welcome to 2016, quarter two.

Industry worst customer service

    Redefining Success in Online Business

    There are probably a thousand things an online business needs in order to become successful. However I have found these three to determine the actual success rate more than anything:

    1. Strong community management, both online and offline. With relationships being built on a H2H level (human to human), community management has a proven track of not just growing the social media channels, but also significantly contributing to the actual business growth.
    2. Conversion tests and experiments/trials using your business channels. In many ways, it makes sense why marketing and sales complete one another: if your marketing efforts convert into more business and sales, then your strategy proves successful. In an article on Hubspot, marketing and sales align with one another, the result being an increase in lead generation.
    3. Custom web data reports. Data of any kind is a must if you plan on building a sustainable business, both online and offline. Custom data is the key to understanding user behavior and what happens before and after the decision making process.

    Analyze customer and web data, and create custom reports that include relevant findings. These practices can make the difference in knowing what your audience wants, how they get the product/service they want and if there is any follow-up. Check below how a custom report looks, courtesy of Nextiva Analytics.

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    custom report nextiva

      Tools to Monitor Website Phone Call Conversions

      Following Google’s new implementations which now allow tracking phone calls with Google Analytics (GA), companies using call centers as part of their CRM strategies can start seeing better actual sales conversions. The process is quite simple to implement: add the GA code to your website and then set up Events and Goals (free) or an integration software (paid) to track phone calls from your website.

      Overview of Nextiva Analytics

      Nextiva Analytics launched in March as a “disruptive new reporting and analytics tool which integrates Nextiva’s Next OS platform”.

      “Up until recently, businesses using call centers as part of the customer support experience were only able to run in-depth reports, but now companies can gain unprecedented visibility for quick and informed decisions…Stakeholders can now ‘View, Analyze, and Act’ like never before, and get exponentially more value out of the platform,” says CEO Tomas Gorny.

      The tool offers more than 225 report combinations and “sky is the limit” ways to analyze real-time data, as well as historical data in the form of modern graphs or traditional tables.

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      Key Features

      Nextiva comes with a user-friendly interface, allowing any tech or non-tech savvy individual to create and analyze reports. A summary report offers a snapshot for call activity independent of time and dates.

      Account Summary Nextiva

        Call group reports are also available and offer the option of analyzing data for a specific target group (i.e. company employees), with the purpose of a deeper understanding in terms of business needs.

        Call Group Nextiva

          Custom reports and custom dashboards can be tailored to custom business needs, while reports always in-demand are easy to view and access.

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          Custom Dashboard Nextiva

            In order to empower agile decision-making processes, the wallboards allow transparency and displays of critical information for the business.

            Wallboards Nextiva

              The Gamification option can be used to motivate performance and increase engagement among operation teams. 

              Gamification Nextiva

                Last but not least, businesses can turn data into call-to-actions for competitive advantages, long-term goals, KPIs and predictions of future success rates.

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                Trend Analysis Nextiva

                  “As a data-driven company, we understand the importance of data for deep business insight and agile decision-making,” adds Gorny. More information and how-to’s can be found on their webinar resources page.

                  Takeaways

                  Keeping in mind the trends, the demands, and the solutions out there, how prepared do you see your own company in embracing the web analytics of tomorrow? Remember, even if your company is traditional, it doesn’t mean your marketing and sales strategies should be old fashioned. Trend them up by studying your audiences, your customers and creating an ideal environment for your employees and clients. Don’t let the small details out of your sight; they might define the success of your business. Online and offline.

                  Featured photo credit: Walter Pro via flickr.com

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                  Last Updated on July 8, 2020

                  How to Type Faster: 12 Typing Tips and Techniques

                  How to Type Faster: 12 Typing Tips and Techniques

                  Do you know that being able to type faster makes you more productive? In fact, it’ll save you 21 days every year just by typing faster!

                  Many people look up to master typists and wish that to handle a keyboard like they do. The truth is that none of them started that way, and they had to learn.

                  So, how to type faster?

                  In this piece, you’ll learn 12 useful fasting typing tips and techniques:

                  1. Work on Your Workspace and Typing Area

                  A lot of people believe that fast and correct typing will start when you can master the keyboard. But the truth is, you will need to begin with getting a workspace that is clean, properly ventilated, and comfortable. Also, for optimal typing, you will need to get a table and not out your laptop or computer on your lap.

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                  If you will be working for an extended period, make sure that you’re comfortable.

                  2. Fix Your Posture

                  If you want to type well, the correct posture will be seated, straight backed, and with your feet planted a little apart, flat on the ground. You wrists should also be positioned in such a way that your fingers can cover the keyboard. Tilt your head a bit as you can look at the screen properly as well.

                  Adjust your office chair so you’ll be able to easily play with the seat and get a proper posture.

                  3. Hold Your Posture

                  It is also very important that you keep this position as you type. Ensure that your posture is good, and this way, you will be able to avoid getting aches on your wrists. These aches have a way of slowing you down and keeping you out of rhythm.

                  Keep your back and shoulders from hunching, and while relaxation should be your key goal as you work on, also be sure to stay upright.

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                  4. Familiarize Yourself with the Keyboard

                  The keyboard is your tool here, so you will need to get to know it. Fortunately for you, most keyboards that you see will make use of the same layout; the QWERTY layout. It is called that because of the letters that make the top left corner. You’ll also find that a lot of keyboards have keys around these main ones that do several tings.

                  Here’s a nice video to help you familiarize yourself with the keyboard:

                  So, work on memorizing the positions of the letter keys, as well as some of the most used punctuation marks. You will need to understand where they are without looking at the keyboard. This is the only way you can learn to type fast.

                  5. Close Your Eyes and Say the Keys out Loud as You Press Them

                  Another great way to get to know the positions of these letters is to look away from them and directly at the screen. Then, pronounce the keys as you press them and see if you’re correct. This step will go a long way in helping you to memorize the keys, and it can easily help you

                  6. Start Slowly with Touch-Typing

                  Improving your speed as you type is a matter of developing your skill over time. However, the quickest way to master typing will be touch typing. If this is your first time with touch typing, then you might spend a lot of time on this step. However, once you can type without looking at the keys, your speed will increase.

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                  Now, this typing method might feel a bit alien, but you’ll improve with time.

                  7. Stick with It and Don’t Look at Your Hands

                  The whole essence of this step is to keep you from looking at your keyboard as you type, so that your fingers are made to learn how the keys work.

                  Again, you might find that your speed reduces when you begin, but just stick to it. Touch typing will help you to reach higher speeds and master it.

                  8. Practice, Practice, Practice

                  Mastering the touch typing technique will prove to be a bit finicky, but once your posture is up and you get your fingers where they should be, you can only improve by practicing.

                  Spare some time on a daily basis to practice and master both accuracy and speed. With continuous practice, you will also notice that you make fewer errors with time.

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                  9. Check out Some Online Games

                  There are also some websites that can help you with your practicing. They score you and record your words per minute, so you can try improving your record and competing with others as well. Here’re some of the nice sites:

                  10. Dictation Practice

                  If you don’t know what you can type, another alternative to getting good practice is to listen to something and try to type as you hear the words. There is no limit to the kind of things you can type, and you can even make the practice process more fun. So, get an e-book, an online lecture, or listen to a talk show and type. You could watch a TV show as well.

                  11. Monitor Your Progress

                  Ensure that you keep track of the progress you make as you go on. But it is important that you don’t get obsessed with how many words you are able to type in a minute. Rather, ensure that you stay comfortable while you type. With time, your words per minute will increase, and you’ll be able to clock up some high numbers.

                  12. Get Some Formal Training If You Want

                  There are actually a lot of specially designed courses and programs that will boost your typing ability. If you’re willing to improve your skill, get any of these and see how well they work for you:

                  Don’t just finish reading this article and expect that you’ll type faster. You do need to work on your skills. It takes time to type fast but, practice makes perfect!

                  More Tips to Increase Your Typing Speed

                  Featured photo credit: Cytonn Photography via unsplash.com

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