Let me respond to part of that, and I'll ask my colleague to respond in more detail about the training.
On the quality assurance, I think you will see in our action plan, or what we intended to have in the action plan, were two main thrusts of what we're going to change. First, we're going to overhaul our training, and we're going to provide better training and better tools for our agents. We are starting some of that now, but we will be able to do a better job of that with the new technology. We're going to improve training, give the agents better tools, and with the new technology we will be able to direct questions more appropriately to people with the right skill sets. So that's one area we are going to do.
Second is that with the new technology—and we will have to wait for that—we will be able to do a better job of monitoring the calls and be able to respond with what might be problem areas, to correct them through training and through education of the agents. Those would be the two main thrusts, but I'll ask Frank if he wants to comment on the past experiences.