{"resolved":true,"match_type":"uuid","source_type":"original_book","book_id":"06dd97ec-cce5-45df-9acf-40e36f07dab3","title":"[数字经济前沿]技术封建主义","author":null,"edition":null,"publisher":null,"year":null,"isbn":"9787300328508","requested_by":"printed_page","book":{"source_type":"original_book","book_id":"06dd97ec-cce5-45df-9acf-40e36f07dab3","id":"06dd97ec-cce5-45df-9acf-40e36f07dab3","uuid":"06dd97ec-cce5-45df-9acf-40e36f07dab3","title":"[数字经济前沿]技术封建主义","normalized_title":"数字经济前沿技术封建主义","author":null,"edition":null,"publisher":null,"year":null,"isbn":"9787300328508","isbns":["9787300328508"],"parsed":true,"ai_readable":true,"document_type":"book","page_count":259,"navigation_url":"https://workshop.closeclaw.top/ai/book/06dd97ec-cce5-45df-9acf-40e36f07dab3","title_url":"https://workshop.closeclaw.top/ai/title/%5B%E6%95%B0%E5%AD%97%E7%BB%8F%E6%B5%8E%E5%89%8D%E6%B2%BF%5D%E6%8A%80%E6%9C%AF%E5%B0%81%E5%BB%BA%E4%B8%BB%E4%B9%89","fixed_page_url_template":"https://workshop.closeclaw.top/ai/book/06dd97ec-cce5-45df-9acf-40e36f07dab3/page/{printed_page}","path_api_url_template":"https://workshop.closeclaw.top/api/ai/book/06dd97ec-cce5-45df-9acf-40e36f07dab3/page/{printed_page}","read_url":"https://workshop.closeclaw.top/api/ai/read/06dd97ec-cce5-45df-9acf-40e36f07dab3","page_url":"https://workshop.closeclaw.top/api/ai/books/06dd97ec-cce5-45df-9acf-40e36f07dab3/page","search_url":"https://workshop.closeclaw.top/api/ai/books/06dd97ec-cce5-45df-9acf-40e36f07dab3/search"},"page":{"printed_page":43,"pdf_page":83,"physical_index":83,"physical_index_base":0,"printed_page_status":"recognized","page_sha256":"0e4a9db888c7a76e4f15b9fc0e9d2a2aaa92d6cf3551b43a09102a9230e37039"},"chapter":"第一章","content":"呼叫中心工作组织的演变为我们提供了当前技术创新对工作组织的影响的另一个例子。自21世纪初以来，由于计算机和电话的结合，管理层对呼叫中心座席人员活动的影响大大增加。首先，自动化意味着可以更严格地控制工作时间。工作人员开始工作时“登录”，结束工作时“注销”。他们的休息时间会被自动计算。与迟到一样，任何过长的休息时间都会直接被报告给主管。此外，计算机化使记录和处理有关个人绩效的一系列数据成为可能，这就使管理者掌握了量化的、脱离实际的信息，而员工很难对这些信息提出质疑。①呼叫中心引入人工智能程序后，这种控制措施得到了进一步完善。我们都很熟悉客户服务部门发出的信息，即对话可能会被录音，以便进行质量监控。1%到2%的呼叫会被抽样。但现在，微软的合作伙伴Sayint提供的不是简单的抽样验证，它还开发出了一种技术，可以“确保您的员工100%满足您的要求”。该软件记录并分析所有对话。算法将检查是否遵守了规定的规则，跟踪双方在措辞和语调中传达的情感，并为每次表现打分。如果发现有问题，会立即将之报告给主管。这样，机器就被赋予了监督、评估和间接决策的职责。这一发展为工会行动带来了深渊般的问题，也对人力资源造成了令人昏乱的缺口。①无论如何，这都使我们与加州的欢乐之梦相去甚远。\n\n第一章 加州意识形态的苦难\n\n① Jamie WOODCOCK, Working the Phones. Control and Resistance in Call Centres. Pluto Press. London, 2017. p. 50 et p. 65-66\n\n043","previous_page":42,"next_page":44}