Agents typically receive two distinct types of ongoing training-refresher training and enhancement training. Refresher training reinforces existing skills and knowledge relative to the agent's performance. Such training may result from items found deficient during quality monitoring or other performance appraisal. Enhancement training provides new skills and knowledge to the agent (knowledge on new product or service offerings, or changes to existing product or service offerings). In both cases, training varies in terms of times and methods of delivery. Some enhancement training requires several hours of classroom course work, and some may require little more than a meeting or memo. The largest single group of participants (39 percent) in LeapFrog!^®! ™, Response Design's Call Center Metric Database, indicate they provide 26-50 hours of additional training to agents each year.