Task One: Call Centre Trends
1-2 hours
Visualising customer and agent behaviour.
What you'll learn :
• The importance of upskilling in the digital age and its role in the workplace.
• The concept of becoming a "Digital Accelerator" and the skills associated
with it.
• How to create a Power BI dashboard for visualizing key performance
indicators (KPIs) and metrics.
What you'll do :
• Create a dashboard in Power BI for visualizing relevant KPIs and metrics in
the dataset provided.
• Utilize the resources provided, including podcasts and articles, to enhance
your understanding of data visualization and upskilling.
• Respond to the client's request by providing a well-designed Power BI
dashboard reflecting the requested KPIs.
Task Two: Customer Retention
1-2 hours
Customer demographics and insights.
What you'll learn :
• How to define key performance indicators (KPIs) related to customer
retention.
• How to create a dashboard that visualizes customer demographics and
insights.
What you'll do :
• Create a dashboard using the defined KPIs to reflect customer
demographics and insights.
• Write a concise email to the engagement partner explaining your findings
and providing suggestions for necessary changes based on the dashboard
you've created.
Task Three: Diversity & Inclusion
1-2 hours
Gender balance in the executive suite.
What you'll learn :
• How to define key performance indicators (KPIs) related to gender balance
and diversity.
• How to create visualizations that represent HR data effectively.
• The imperatives of diversity and inclusion in the corporate world.
What you'll do :
• Create visualizations to represent HR data, particularly focusing on gender-
related KPIs.
• Identify and discuss potential root causes for the slow progress in
achieving gender balance at the executive management level.
