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Chapter Ten. Case Studies > An Online Brokerage Firm: Managing More Complex Tas...

An Online Brokerage Firm: Managing More Complex Tasks

There are also times when changing the language is not enough. In this example, we wanted to ask callers how they would like to change their preferences, but the language got unwieldy.

“Would you like to have me change your preferences so that they are played at the beginning of every call, or change them so that they're played only at the beginning of the first call you make to the system each day?”


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