For an example, that I went beyond normal expectations to get a job done, at the time we were utilizing Salesforce and just kind of writing our notes as we were on the phone call, just typing what we said, what the customer said, and I thought, hey, it'd be more efficient if we created a template. Let's type out various statements for what the customer has said, what we've said to the customer, including our introduction and our outro. So when we're on that call, we just have to focus on the actual specific variable details of that call. When we type those in, that way we can get that note closed out quicker, we can focus more on what the customer is saying, we'll be able to provide the customer with next steps, what they need to do to get approved, things of that such, and we'll be able to listen better, everything like that. So that's why I wanted to implement these templates, so we could work through the physical part of this case quicker and just really focus on the interaction part, and then the customers are more confident in their agent, things of that such.