In his presentation at the Call Center Conference and Expo 2006, Teletech operations vice president Mel Vance said coaching is the bridge that would turn young recruits into a seasoned workforce. He added that coaching would also address the need to define and cascade the organization's mission and values.

'There is a gap between the current contact center setup and how the setup should be for a more stable organization,' he said. 'There is a need to develop competencies and mindsets of the workforce, along with the need to develop a culture of learning and leadership.'