{"id":11285,"date":"2019-05-08T17:54:52","date_gmt":"2019-05-08T17:54:52","guid":{"rendered":"http:\/\/localhost:8080\/?p=11285"},"modified":"2019-05-08T17:54:52","modified_gmt":"2019-05-08T17:54:52","slug":"evolutions-de-l-accueil-telephonique-souriez-vous-etes-enregistres","status":"publish","type":"post","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/2019\/05\/08\/evolutions-de-l-accueil-telephonique-souriez-vous-etes-enregistres\/","title":{"rendered":"\u00c9volutions de l\u2019accueil t\u00e9l\u00e9phonique : souriez, vous \u00eates enregistr\u00e9s !"},"content":{"rendered":"<p>Dans l\u2019objectif principal d\u2019am\u00e9lioration continue de l\u2019exp\u00e9rience client, la Direction envisage d\u2019enregistrer les conversations t\u00e9l\u00e9phoniques avec les collaborateurs des d\u00e9partements Distribution et Exploitation. Cette \u00e9volution fonctionnelle de la TOIP, \u00ab&nbsp;utilis\u00e9e principalement pour la formation et le d\u00e9veloppement des comp\u00e9tences des collaborateurs&nbsp;\u00bb, devrait \u00e9galement permettre d\u2019assurer l\u2019authentification des appelants et la tra\u00e7abilit\u00e9 des demandes clients.<\/p>\n<p>Analyse de la CFE-CGC :&nbsp;<strong style=\"background-color: inherit; color: inherit; font-family: inherit; font-size: 1rem;\">Kaizen ou mouchard num\u00e9rique?<\/strong><\/p>\n<p>Si les tentatives d\u2019am\u00e9liorer l\u2019exp\u00e9rience client nous semblent toujours une bonne id\u00e9e, on peut se demander si cette disposition ne repr\u00e9sente pas la r\u00e9ponse technologique \u00e0 la pusillanimit\u00e9 de certains\u2026La tendance \u00e0 faire convoquer par la Direction des Ressources Humaines<strong> tout salari\u00e9 suppos\u00e9 coupable<\/strong> d\u2019un manquement dans l\u2019exercice de ses missions a d\u00e9j\u00e0 tendu le climat social par le pass\u00e9. Direction et salari\u00e9s devront trouver ensemble les moyens de progression sans que les collaborateurs aient le sentiment d\u2019\u00eatre espionn\u00e9s.<\/p>\n<p>En tout \u00e9tat de cause, vos \u00e9lus CFE-CGC, lorsqu\u2019ils seront consult\u00e9s, s\u2019assureront que les gardes fous juridiques soient correctement observ\u00e9s par la Direction dans la mise en place de ces dispositions\u2026<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Dans l\u2019objectif principal d\u2019am\u00e9lioration continue de l\u2019exp\u00e9rience client, la Direction envisage d\u2019enregistrer les conversations t\u00e9l\u00e9phoniques avec les collaborateurs des d\u00e9partements Distribution et Exploitation. Cette \u00e9volution fonctionnelle de la TOIP, \u00ab&nbsp;utilis\u00e9e [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[90],"tags":[],"class_list":["post-11285","post","type-post","status-publish","format-standard","hentry","category-globecast"],"blog_post_layout_featured_media_urls":{"thumbnail":"","full":""},"categories_names":{"90":{"name":"GlobeCast","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/category\/etablissements\/filiales-orange-business-services\/globecast\/"}},"tags_names":[],"comments_number":"0","wpmagazine_modules_featured_media_urls":{"thumbnail":"","cvmm-medium":"","cvmm-medium-plus":"","cvmm-portrait":"","cvmm-medium-square":"","cvmm-large":"","cvmm-small":"","full":""},"_links":{"self":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/11285","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/comments?post=11285"}],"version-history":[{"count":0,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/11285\/revisions"}],"wp:attachment":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media?parent=11285"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/categories?post=11285"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/tags?post=11285"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}