Project Goal: To design a dashboard for the Google Fiber customer service team to analyze repeat calls from customers.
Business Task: The dashboard should help team leaders understand if the team is effectively resolving customer issues on the first call and identify trends in repeat calls to improve the overall customer experience.
Guiding Questions:
How often does the customer service team receive repeat calls?
What types of problems generate the most repeat calls?
Which market city has the most repeat calls?
Data Used: Fictional, anonymized data provided by Google Fiber, including information on the date of calls, number of first calls, and number of follow-up calls within a week, as well as the type of problem and the market city.
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