The biggest challenge that I faced in my previous job was when we would roll out a new procedure on something and we would need to teach all of these agents a certain way and some of them didn't remember to do it, they were just stuck in their way, something like that. And so they would get errors for them and we would have to discuss it with them and go over what they have to do and just retrain. It would happen a lot when we would roll out something new but it would always get just retaught and they would eventually get it set in their ways.