An integrated data analytics process to optimize data governance of non-profit organization

作者：

Highlights：

• We establish a data analytics model to analyze call centers data from TAIWAN NHIA.

• The proposed model consists of four stages to replicate KDD and CRISP-DM for NHIA.

• The proposed model can predict FAQ and then provide user step-by-step response.

• The analytics results enable decision makers understand and reflect the public's needs.

• NHIA can educate and train its employee according to the found frequency patterns.

摘要

•We establish a data analytics model to analyze call centers data from TAIWAN NHIA.•The proposed model consists of four stages to replicate KDD and CRISP-DM for NHIA.•The proposed model can predict FAQ and then provide user step-by-step response.•The analytics results enable decision makers understand and reflect the public's needs.•NHIA can educate and train its employee according to the found frequency patterns.

论文关键词：Call center optimization,Customer relationship management,Data governance,Big data,Non-profit organization

论文评审过程：Received 28 June 2018, Revised 3 September 2018, Accepted 8 October 2018, Available online 18 October 2018, Version of Record 16 September 2019.

论文官网地址：https://doi.org/10.1016/j.chb.2018.10.015