In this episode of Train to Gain, Erin and Katie are joined by Nate Mengel and Pete Brown from Sunset Learning Institute to discuss the evolution of contact centers—from on-premise systems to the cloud—and why training has become the most critical driver of adoption, customer success, and long-term business outcomes.

Drawing from decades of experience across contact center technology, software development, and training, the conversation explores how education empowers users, reduces risk, and ensures organizations realize the full value of their technology investments.

Key Topics Covered

The Evolution of Contact Centers

1. Contact centers have evolved dramatically since the first implementation in 1965.
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3. Early systems were complex, on-premise deployments focused primarily on technology.
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5. The shift to cloud solutions changed the model—making it easier for customers to adopt, but also easier for them to leave if value isn’t realized quickly.
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Why Training Matters More in the Cloud Era

1. Cloud solutions shift risk from the vendor to a shared responsibility between vendor and customer.
2. Customer retention now depends on adoption and ongoing value—not just implementation.
3. Training has evolved from a technical step into a critical business function that directly impacts customer success and renewals.

Real-World Perspective from the Front Lines

1. Nate Mengel shared his experience as a contact center agent during the early days of dial-up internet.
2. Contact center environments are high-pressure, and technology changes can add significant stress if users aren’t properly supported.
3. Training that focuses on empowering users—not just introducing new tools—makes transitions smoother and more successful.

The Business Impact of Training and Education

1. Successful deployments depend on educating all stakeholders, including:
2. Agents
3. Supervisors
4. IT teams
5. Business leaders
6. Training ensures users understand reporting, workflows, and capabilities critical to business operations.
7. Poor training can lead to frustration, poor performance, and ultimately customer churn.

Training as a Driver of Adoption and Outcomes

1. Training should not be treated as a checkbox or one-time event.
2. Instead, it should function as an ongoing education engine that:
3. Drives adoption
4. Improves customer satisfaction
5. Supports long-term business outcomes
6. Organizations that invest in education see better results, stronger adoption, and higher customer retention.

The Power of Partnership

The partnership between B-Lynk and Sunset Learning Institute combines:

1. Administrator training
2. End-user training
3. Strategic education programs
4. This comprehensive approach supports the full spectrum of users—from IT teams to front-line agents.
5. The goal is to help vendors, partners, and customers achieve better adoption and stronger business outcomes.

From shifting industry dynamics to the growing importance of end-user experience, the conversation highlights why delivering technology is only part of the equation — ensuring customers know how to use it is what drives real value.

What you’ll hear in this episode

1. An overview of NuWave’s channel strategy and industry focus
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3. The challenges organizations face with post-deployment adoption
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5. Why end users play a critical role in product success
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7. The connection between training, profitability, and renewals
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9. Supporting partners and carriers with scalable enablement resources
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11. How forward-thinking partnerships strengthen competitive positioning
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Key takeaways

1. Adoption gaps remain a major industry challenge as organizations transition to modern communication platforms
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3. End-user experience impacts satisfaction, retention, and revenue
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5. Training and enablement aren’t add-ons — they are strategic differentiators
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7. Providing a complete lifecycle experience builds trust and drives renewals
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9. Channel partners benefit from resources that extend beyond technical delivery

They discuss the evolution from static PDFs and traditional knowledge bases to conversational, AI-powered experiences—and why strong, well-structured documentation is still the foundation that makes it all work. If your AI can’t solve the problem in the moment, this episode explains why—and what to do about it.

In this episode, you’ll learn:

1. Why customers want right answers right now, not more content
2. How self-service support expectations have shifted in an AI-driven world
3. Why AI is only as effective as the knowledge behind it
4. The role documentation plays in delivering fast, contextual answers
5. What it takes to prepare your support experience for AI
6. Why maintaining and evolving your knowledge is an ongoing process

This conversation is a must-listen for anyone focused on customer experience, adoption, and building support systems that actually solve problems—at speed.

🎧 Tune in to learn how AI-ready knowledge leads to AI-delivered outcomes.

They welcome Tim Sisneros (Cisco), a longtime partner, collaborator, and early advocate who played a key role in B-Lynk’s growth. Together, they reflect on how partnerships, trust, and training have evolved—from the early VoIP days to today’s subscription-based cloud and contact center solutions—and why adoption is more critical than ever.

What We Talk About

1. The early days of VoIP and UCaaS—and how adoption challenges then mirror what we’re seeing today
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3. Why new technology feels overwhelming, even when the functionality hasn’t changed much
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5. How training helps reduce resistance and build confidence during technology transitions
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7. The shift from one-time purchases to subscription models—and why adoption is now priority one
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9. Why onboarding can’t be a one-and-done event in a world of growth, churn, and role changes
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11. The importance of ongoing training to support renewals, expansion, and long-term value
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Partnerships & Adoption Insights

1. How strong partnerships are built on trust, mutual support, and “opening doors together”
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3. Why recorded, on-demand training is essential for scaling enablement over time
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5. The role of snackable, bite-sized learning in driving real feature adoption
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7. How training supports outcomes—not just product usage
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Contact Center Focus

1. Why contact center adoption is significantly more complex than traditional VoIP
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3. The growing importance of admin vs. end-user education
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5. How reporting has become a major adoption hurdle—and a major opportunity
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7. The shift from manual wrap-up tasks to AI-assisted workflows, and what that enables next
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9. How reducing employee resistance starts with the right tools and clear guidance
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Key Takeaway

Adoption is no longer optional—it’s foundational. In a subscription-based world, training and enablement directly impact renewals, expansion, and customer loyalty. When organizations invest in ongoing, accessible education, they reduce resistance, increase confidence, and help users get real value from the tools they rely on every day.

Thanks for listening to Train to Gain! Be sure to like, follow, subscribe, and share—and stay tuned for more conversations on adoption, enablement, and training throughout 2026.

In the final Train to Gain episode of 2025, hosts Erin Raitt and Katie Merrill bring a festive close to the year with a special holiday-themed edition: The 12 Training Tips of Christmas.

No singing (you’re welcome!)—just a fun, helpful rundown of twelve actionable training and enablement strategies you can take into the new year. Erin and Katie also reflect on the journey of launching Train to Gain, the incredible guests who made the show meaningful, and the listeners who joined along the way.

What You’ll Hear

• Why the Train to Gain team is feeling extra grateful for listeners this year.
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• The full “12 Training Tips of Christmas,” including:
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• One clear onboarding plan to build user confidence from day one.
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• Two interactive demos that let users learn by doing.
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• Three bite-sized videos for snackable, high-retention content.
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• Four knowledge checks to reinforce skills and pinpoint gaps.
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• Five how-to guides (articles, FAQs, cheat sheets—whatever format works best).
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• Six product FAQs placed where users can quickly find what they need.
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• Seven role-play scenarios including AI-powered sales simulations.
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• Eight feedback loops that keep training relevant and effective.
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• Nine adoption metrics to track usage, time-to-value, and success.
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• Ten virtual training sessions that connect features to real-world productivity.
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• Eleven incentive ideas to motivate learners with points, badges, and recognition.
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• Twelve continuous improvements to keep training fresh as products evolve.
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• A reminder that training is most impactful when it's interactive, iterative, and fun.
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• A look ahead to 2026 — with more guests, more conversations, and more ways to elevate training and adoption.
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Key Takeaway

Great training isn’t a one-and-done effort—it’s a living process. When you combine structured onboarding, rich content, interactive learning, and ongoing feedback, you create experiences that drive adoption, confidence, and long-term success. The “12 Training Tips of Christmas” offer simple, repeatable ways to strengthen your training strategy all year long.

Call to Action

Loved this episode? Subscribe to Train to Gain on your favorite podcast platform and follow us for more insights on training, enablement, and product adoption.

Share this holiday episode with a colleague who could use fresh inspiration heading into 2026!

What We Talk About

• What AI literacy is – and why it’s more than just “using ChatGPT.”
• The difference between AI assistants vs. AI agents (and why most people are actually working with assistants, not true agents).
• Why data quality and structure are make-or-break for successful AI projects.
• How to approach AI training for different audiences: leadership, frontline teams, and partners.
• The adoption gap between channel vendors and partners, and what that means for enablement.
• How Kathryn’s tools, Partner GPT and ChannelGTM.ai, support AI literacy across the ecosystem.

Stories & Real-World Examples

• Kathryn compares today’s AI moment to the early days of social media, when everyone was told to “get on Facebook and LinkedIn” without a real strategy.
• A Fortune 50 vendor thought their team was fully trained on AI—until an assessment revealed that 90% rarely used it.
• A look at the reality of channel life: leaders running at trade show speed, struggling to find time to learn AI, and small partners working in the business instead of on it.
• Kathryn’s favorite use case: using AI as a coach and role-play partner for difficult conversations and sales scenarios, including a “tough love” sales coach that doesn’t hesitate to tell you, “That opener is terrible”—and then helps you fix it.

Key Takeaway

AI won’t magically solve everything—but when you pair good data, clear guardrails, and step-by-step thinking with the right tools, it becomes a powerful assistant rather than a risky shortcut. Start small, pick one use case, and let leadership model how to use AI responsibly so the rest of the organization (and your partners) can follow with confidence.

Thanks for listening—and don’t forget to do all the podcast things: like, follow, subscribe, and spread the word!

• We continue The OGs series with Caitlin Clark-Zigmond of Clark Growth Partners to unpack the MOVE Framework for go-to-market (Market, Operations, Velocity, Expand).
• Topics include ICP vs TAM and “relevant market,” aligning silos with shared metrics, scaling sales enablement, NRR as a north-star expansion metric, and how AI + unified data accelerate forecasting and decision-making.

Stories & Standout Moments

• Comcast origin story: How end-user onboarding/training became a core GTM motion and helped B-Lynk in its early days.
• Alignment in practice: In a past role, 33 sellers gave 31 different answers to “what do we sell?”—a vivid example of why one story and one dashboard matter.
• Focus drives results: Narrowing to three priority products and reallocating budget yielded ~45% more early pipeline traction.

What We Discuss

• MOVE Framework essentials:
• M — Market: Define relevant market and ICP; segment and position clearly.
• O — Operations: Shared metrics, unified tech stack, repeatable acquisition/retention.
• V — Velocity: Reduce friction, shorten cycles, align comp to product mix and time-to-value.
• E — Expand: Drive retention, advocacy, and track NRR ≥ 100%.
• Growth stages: Problem-market fit → Product-market fit → Platform-market fit (and the drag when teams sit in different stages).
• Why companies plateau ($25–$100M ARR): Founder-led sales stops working; systems and enablement must scale.
• AI’s role: From siloed data to unified intelligence via CDPs/data lakes; predictive insights (e.g., likely close in 30 days) vs reactive post-mortems.

Key Takeaway / Actionable Insight

• Stop planning in silos. Get CEO, CRO, CMO, Product, and CS in the same room and run MOVE as the agenda. Leave with:
• A crisp ICP and relevant-market focus,
• Shared metrics (pipeline coverage, sales-cycle length, time-to-value, NRR),
• A prioritized product mix with comp aligned to outcomes,
• A cadence to treat GTM like a product (one roadmap, one dashboard, one number).

Next Steps:

• Enjoyed this episode? Follow and subscribe to Train to Gain for more OG stories and practical GTM playbooks.
• If this helped, share it with a teammate planning next year’s go-to-market—and tell us which MOVE pillar you’ll tackle first.

• B-Lynk kicks off The OGs series with guest Mike Enders, product leader at Articulate and longtime collaborator.
• We cover the evolution of e-learning tech (Flash → Studio → Storyline → Rise, SCORM → xAPI), the rise of microlearning/snackable content, and practical uses of AI—especially role-play—across sales enablement and training.

Stories & Standout Moments

• Origin story: How a two-hour Camtasia class led to an intro from “Mark,” the first telephony toolbar video, and Katie hustling to BroadSoft Connections—landing B-Lynk’s first major client.
• From side-gig to staple: Mike jokes those early contracts “funded the 529s,” reflecting years of rapid content creation together.
• Interactive throwback: The team later rebuilt the toolbar piece as a clickable interactive module—an early nod to today’s just-in-time learning.

What We Discuss

• Tech shifts: From hand-built interfaces and Flash to modern authoring in Storyline and block-based Rise; broader ecosystem moves from LMS-only to LRS/LXP.
• Microlearning in the TikTok era: Short, timely, “snackable” content delivered in-flow (nudges, spaced practice) beats the one-hour course.
• AI with humans in the loop: Best current wins are AI role-plays that provide real-time practice plus detailed coaching reports; AI also speeds localization, narration, and consistent visuals.
• L&D’s strategic seat: Ongoing shift from order-taking to demonstrating impact and ROI.

Key Takeaway

• Actionable insight: Start small and in-flow—convert one critical workflow into just-in-time microlearning (e.g., pre-call nudge + 3-minute role-play). Keep the human in the loop to review outputs, ensure accuracy, and refine the storytelling hook. Measure impact (time-to-competency, win rates, completion) to prove ROI.

Call to Action

• Enjoyed the episode? Follow and subscribe to Train to Gain for more OG stories and practical tactics that level up training and adoption.
• If this sparked ideas, share the episode with a teammate who’s building enablement content—or trying AI role-play for the first time.

🔍 Episode Overview

• Lisa shares her journey from early collaboration with Katie—back before B-Lynk even existed—to becoming one of the company’s most trusted instructors.
• The trio dives deep into what it takes to deliver exceptional virtual training experiences, particularly in complex environments like Webex Contact Center.
• Lisa walks listeners through her white-glove training approach, from discovery and customization to delivery and follow-up, emphasizing her commitment to empathy, engagement, and measurable results.

💡 Notable Moments

• The Origin Story: Katie and Lisa reflect on their days working together at a Tampa tech startup in 2008—before the B-Lynk brand was born.
• The COVID Pivot: How B-Lynk’s virtual training services “blew up in a good way” when demand for remote learning skyrocketed.
• The Data Nerd Confession: Lisa admits her love for analytics and explains how tracking the right metrics helps customers achieve lasting adoption success.
• “Secret Sauce” Reveal: Lisa shares how humor, empathy, and genuine curiosity keep learners engaged—even when the topic is technical.

🚀 Key Takeaway

Training success comes down to knowing your audience. When you combine curiosity, personalization, and a touch of humor, even the most complex technologies become approachable—and adoption rates soar.

What You’ll Hear

• The story behind the name Unusually Unusual Consulting—and how a Lonestar song inspired Amy’s brand.
• Amy’s three focus areas: large-scale events, partner websites, and strategic channel marketing consulting.
• Practical strategies for securing and re-securing MDF funding by proving ROI.
• Tips for maximizing event investments before, during, and after the conference.
• A fun look at swag that actually works—yes, reader glasses and pillboxes made the list!

Key Takeaway

Success in channel marketing isn’t just about showing up, it’s about planning intentionally, following up with purpose, and leaving behind something memorable. From pre-event networking to post-event ROI reporting, Amy shares actionable strategies to turn one-time sponsorships into lasting partnerships.

Call to Action

Loved this episode? Subscribe to Train to Gain on your favorite podcast platform and follow us for more insights on training, product adoption, and real-life stories from the channel. Don’t forget to share this episode with a colleague who could use fresh ideas for their next event!

In this episode, Erin and Katie chat with Andrew Ward, CEO & Founder of Award Consulting, about how rural service providers can scale technical readiness without bloating headcount. We dig into when to train vs. when to outsource, the power of “everyday vs. rare” skills, and practical ways to make end-user training actually get used during migrations.

What We Cover

• The “engineering cousin” to B-Lynk: how Award Consulting partners with rural service providers on SBC setups, VoIP rollouts, troubleshooting, and complex configs.
• Train vs. outsource: deciding when to build internal capability and when to bring in an expert for rare, high-complexity tasks.
• Internal knowledge culture: lightweight documentation, daily sharing, and a simple wiki over perfection.
• End-user enablement: making training searchable, snackable, and available at the point of need—especially during cutovers.

Notable Anecdotes & Examples

• Bulk provisioning win: Using the Metaswitch import spreadsheet to speed up new business setups; building tailored templates to reduce clicks, errors, and time.
• Migration reality check: A large org ignored pre-cutover materials; on go-live, no one was ready—proof that training must be easy to find and actually consumed.
• PDFs ≠ living training: Static, non-searchable PDFs get outdated and lost—dynamic, searchable content keeps pace with product changes.

Key Takeaway / Actionable Insight

• Build a two-track approach:
• Internal: Encourage quick, imperfect documentation (notes in a shared wiki, daily syncs). Don’t let “perfect” delay progress.
• External: Deliver short, searchable, in-workflow training for end users; avoid long classes and static PDFs. For rare tasks, outsource to experts rather than over-investing in one-off internal training.

Call to Action

• Enjoyed this conversation? Follow Train to Gain for more practical chats on training, onboarding, and product adoption.
• Subscribe in your favorite podcast app, rate & review to help others find the show, and share this episode with a teammate planning a migration.

Learn more about our guest: Award Consulting—and keep the conversation going with us on LinkedIn.

What You'll Hear in This Episode:

• The mission and history of CCA: How a small group of providers championed cloud communications and built a global community.
• AI in action: Real-world examples of AI transforming call centers, customer experience, and fraud prevention.
• A critical reality check: Why many AI solutions fail—not because of technology, but due to lack of training and adoption.
• Memorable anecdote: Joe recalls the “desk phone dilemma”—feature-rich phones that went unused because no one taught users how to use them—and how this lesson applies to AI today.

Key Takeaway:

AI isn’t a “set it and forget it” solution. Just like people, AI requires structured training, context-driven content, and ongoing management to deliver real value.

Call to Action:

If you’re ready to unlock the full potential of training—for your people and your technology—subscribe to Train to Gain and follow us for more insights on enablement, product adoption, and growth strategies.

From the evolution of indirect sales to the importance of partner-focused content, this conversation is full of actionable strategies and industry context—delivered with humor, honesty, and a healthy dose of “content nerd” excitement.

💬 Highlights & Stories:

• The “gold rush” of the TSD channel: 500+ suppliers and counting
• The difference between enabling direct vs. indirect sales teams
• Why co-branded messaging matters more than ever
• Kameron’s Channel 2.0 framework and the “producer vs. seller” personas
• A real-world story about a rep who missed a cybersecurity sale due to lack of enablement
• The biggest content mistake suppliers make—and how to fix it
• The key to making your PRM, LMS, or knowledge base actually usable for partners

✅ Key Takeaway:

The most successful channel programs prioritize clear, accessible, and co-created content that helps partners translate product features into real business outcomes. If you're hard to work with, you're easy to replace.

📢 Call to Action:

Enjoyed this conversation? Subscribe, follow, and leave a review!

🎙️ And don’t forget to check out Kameron’s podcast, Channel 2.0, for more insights on thriving in the channel.

Katie shares valuable insights on the importance of robust feedback loops and accountability systems, highlighting how understanding what leads to successful deals can significantly refine your sales enablement strategy. Erin emphasizes the necessity of continuously updating and adapting content based on performance data and direct feedback from sales teams.

Additionally, Katie offers practical advice on avoiding overly promotional jargon, instead recommending substantial examples and clear connections to real sales scenarios. She also underscores the importance of showcasing your company's unique processes, particularly outstanding customer onboarding experiences, as a key differentiator in competitive markets.

Key Takeaway: Effective sales enablement combines the right platform, continuous data-driven improvements, and practical, relevant content that directly empowers sellers to boost revenue.

Enjoyed this episode? Don't forget to subscribe, follow, and stay tuned for more practical insights on enhancing your sales team's success with Train to Gain! See you next time!

Erin and Katie share real-world insights into leveraging existing product training across multiple departments—from employee onboarding to customer support—emphasizing how clear content ownership can streamline internal efforts and maximize ROI.

Stay tuned for their "snack box" analogy that creatively illustrates the modularity and strategic reuse of digital training content. Plus, catch up on the latest adventures of the "Angry Birds," Katie’s daughter's softball all-star team!

Key Takeaway:

Invest in foundational product training content first, then strategically adapt it across teams to avoid redundancy and enhance effectiveness.

Don't forget to subscribe, follow, and tune in for more actionable insights, relatable anecdotes, and snack-sized strategies from the Train to Gain team!

In today’s kickoff, Erin and Katie discuss a critical business challenge: breaking down organizational silos. Learn why aligning sales enablement, marketing, and customer experience teams can significantly boost revenue and customer retention. Plus, hear personal stories—including Katie’s farm-inspired take on silos and Erin’s amusing parenting hacks to manage remote work during summer!

Join us every other week for short, fun, and strategy-filled episodes. Don't forget to subscribe on Spotify, follow us on LinkedIn, and visit our website for more resources!