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The test consisted of 120 words, so listeners had only heard half of them before. They were asked to press a button if they had heard the word before, and also to say whether they knew, remembered, or were just guessing. There was one more trick to the test: Half the words were spoken in the same voice they had been originally, but half were spoken in the other voice (formerly male voices were now female, and vice versa). This might be an interesting activity to replicate in the call center training environment. How much does gender affect memory of specific terms, in recall? The variances in voice tone, inflection, accent, etc. makes listening at phone quality (land vs. wireless) even more problematic.
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