Train to Gain

B-Lynk

5.0 (4)
Technology

Train to Gain is the podcast where enablement meets the real world. Whether you’re training internal teams, supporting channel partners, or driving product adoption, we’re here with quick insights, strategy sessions, and honest conversations about what actually works. Real Conversations. Real Insights. Real Growth. New episodes drop twice a month.

1d ago

When Knowledge Lives Only in Their Heads: Training and AI Readiness in Local Government

What happens when a city of 50,000 people runs a 311 call center with nine agents covering 77 services — and most of that knowledge lives only in people's heads? Parker Skophammer, Director of Finance and Administrative Services for the City of Mankato, Minnesota, joins Katie to talk about what it actually takes to build a training foundation in local government — and why it matters more than most leaders realize. Parker and the City of Mankato partnered with B-Lynk to document processes, build out eLearning courses, and create video-based training for their 311 agents. What started as an onboarding challenge became a longer-term strategy to protect institutional knowledge, reduce ramp time, and lay the groundwork for smarter operations going forward. --- WHAT YOU'LL LEARN - What a 311 call center is and why the City of Mankato built one - How undocumented knowledge becomes a real organizational risk — and what to do about it - Why onboarding time dropped from 10 weeks to 6 weeks with structured training - What role eLearning and video content played in getting 311 agents up to speed - How municipalities are thinking about AI — and why governance has to come first - Three AI use cases Parker is watching closely in local government - What every city leader should do right now to protect the long-term health of their organization --- KEY TAKEAWAYS - Institutional knowledge is an organizational liability. When processes live only in people's heads, attrition becomes a crisis. Documenting and structuring that knowledge is the first step toward sustainability. - Onboarding time is a measurable win. The City of Mankato cut new agent ramp time from 10 weeks to 6 — a direct result of structured eLearning and video training built with B-Lynk. - Training isn't a one-and-done event. Ongoing curriculum and knowledge testing for existing staff is just as important as onboarding. You can't assume knowledge sticks if you're not measuring it. - For municipalities, AI governance has to lead. Data security, council buy-in, and community readiness all matter before ROI even enters the conversation. - Documentation is your AI foundation. You can't build a smart knowledge base or future AI workflow on top of undocumented processes. Getting information out of people's heads and into structured content is step one.

20 min
Jun 3

Is Your AI Ready? How SmartScore and Tresic Are Closing the Gap with Kevin Nethercot

In this episode of Train to Gain, Katie Merrill sits down with Kevin Nethercott, CEO of Tresic, to explore what happens when AI meets the full volume of an organization’s conversation data — and what becomes possible when that intelligence is actually put to work. Kevin shares how Tresic’s Intelligence Cloud captures and analyzes 100% of customer conversations, surfacing upsell opportunities, compliance signals, and churn risks that most organizations never see. The conversation also digs into the natural connection between Tresic’s data and B-Lynk’s SmartScore AI readiness product — and how the two work together to help organizations confidently move toward AI-enabled customer experiences. What you’ll hear in this episode Kevin’s origin story and how Tresic came out of stealth in JanuaryWhat “intelligence actioned” means — and why it’s different from traditional analyticsWhy most companies only review 1–2% of their calls and what it’s costing themHow Tresic’s 16 vertical packs deliver industry-specific intelligenceThe connection between real conversation data and AI readinessHow B-Lynk’s SmartScore uses Tresic data to assess documentation confidenceWhat the first 60 days with Tresic looks like — and why you can’t unsee the data Key takeaways Reviewing only a fraction of calls leaves upsell opportunities, compliance issues, and churn signals completely invisibleActing on conversation intelligence — not just reporting on it — is what drives real business changeAI readiness requires clean, accurate documentation, and real call data is the best source for identifying gapsThe combination of conversation intelligence and targeted training creates a continuous improvement cycleAI levels the playing field — what differentiates organizations is how they engage the human side of it

17 min
Mar 4

B-Lynk + Sunset Learning Institute: Powering Contact Center Adoption

Episode OverviewIn 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 CoveredThe Evolution of Contact CentersContact centers have evolved dramatically since the first implementation in 1965.Early systems were complex, on-premise deployments focused primarily on technology.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. Why Training Matters More in the Cloud EraCloud solutions shift risk from the vendor to a shared responsibility between vendor and customer.Customer retention now depends on adoption and ongoing value—not just implementation.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 LinesNate Mengel shared his experience as a contact center agent during the early days of dial-up internet.Contact center environments are high-pressure, and technology changes can add significant stress if users aren’t properly supported.Training that focuses on empowering users—not just introducing new tools—makes transitions smoother and more successful. The Business Impact of Training and EducationSuccessful deployments depend on educating all stakeholders, including:AgentsSupervisorsIT teamsBusiness leadersTraining ensures users understand reporting, workflows, and capabilities critical to business operations.Poor training can lead to frustration, poor performance, and ultimately customer churn. Training as a Driver of Adoption and OutcomesTraining should not be treated as a checkbox or one-time event.Instead, it should function as an ongoing education engine that:Drives adoptionImproves customer satisfactionSupports long-term business outcomesOrganizations that invest in education see better results, stronger adoption, and higher customer retention. The Power of PartnershipThe partnership between B-Lynk and Sunset Learning Institute combines: Administrator trainingEnd-user trainingStrategic education programsThis comprehensive approach supports the full spectrum of users—from IT teams to front-line agents.The goal is to help vendors, partners, and customers achieve better adoption and stronger business outcomes.

19 min
Feb 18

Training as a Growth Strategy with Travis Burris

In this episode of Train to Gain, the team welcomes Travis Burris, VP of Global Channels and Alliances at NuWave, to explore the realities that emerge after a solution is sold and implemented. Together, they discuss how adoption, training, and enablement directly influence customer satisfaction, channel success, and long-term revenue. 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 An overview of NuWave’s channel strategy and industry focusThe challenges organizations face with post-deployment adoptionWhy end users play a critical role in product successThe connection between training, profitability, and renewalsSupporting partners and carriers with scalable enablement resourcesHow forward-thinking partnerships strengthen competitive positioning Key takeaways Adoption gaps remain a major industry challenge as organizations transition to modern communication platformsEnd-user experience impacts satisfaction, retention, and revenueTraining and enablement aren’t add-ons — they are strategic differentiatorsProviding a complete lifecycle experience builds trust and drives renewalsChannel partners benefit from resources that extend beyond technical delivery

13 min
Feb 3

Right Answers, Right Now: AI in Self-Service Support

Customer expectations have changed—and waiting for answers is no longer acceptable. In this episode of Trained to Gain, Erin Raitt and Katie Merrill explore how self-service support is being re-architected for the AI era, and why delivering real-time, accurate answers starts long before AI is ever turned on. 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: Why customers want right answers right now, not more contentHow self-service support expectations have shifted in an AI-driven worldWhy AI is only as effective as the knowledge behind itThe role documentation plays in delivering fast, contextual answersWhat it takes to prepare your support experience for AIWhy 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.

14 min
Jan 7

OGs: Unveiling the Power of Training with Cisco's Tim Sisneros

In this episode of Train to Gain, hosts Erin Raitt and Katie Merrill kick off the first episode of 2026 with a special guest as part of their OG Series—highlighting the people who helped shape B-Lynk in its earliest days. 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 AboutThe early days of VoIP and UCaaS—and how adoption challenges then mirror what we’re seeing todayWhy new technology feels overwhelming, even when the functionality hasn’t changed muchHow training helps reduce resistance and build confidence during technology transitionsThe shift from one-time purchases to subscription models—and why adoption is now priority oneWhy onboarding can’t be a one-and-done event in a world of growth, churn, and role changesThe importance of ongoing training to support renewals, expansion, and long-term value Partnerships & Adoption InsightsHow strong partnerships are built on trust, mutual support, and “opening doors together”Why recorded, on-demand training is essential for scaling enablement over timeThe role of snackable, bite-sized learning in driving real feature adoptionHow training supports outcomes—not just product usage Contact Center FocusWhy contact center adoption is significantly more complex than traditional VoIPThe growing importance of admin vs. end-user educationHow reporting has become a major adoption hurdle—and a major opportunityThe shift from manual wrap-up tasks to AI-assisted workflows, and what that enables nextHow reducing employee resistance starts with the right tools and clear guidance Key TakeawayAdoption 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.

21 min
12/16/2025

The 12 Training Tips of Christmas

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

10 min
12/03/2025

Avalanche or Opportunity? Building AI Literacy with Kathryn Rose

In this episode of Train to Gain, hosts Erin Raitt and Katie Merrill sit down with Kathryn Rose, founding CEO of ChannelWise and co-founder of the Channel Marketing Association, to unpack what AI literacy really means for the channel. They explore how vendors and partners can move beyond hype and start using AI in ways that are strategic, safe, and genuinely useful. What We Talk AboutWhat 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 ExamplesKathryn 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 TakeawayAI 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!

25 min

5

out of 5

4 Ratings

Train to Gain is the podcast where enablement meets the real world. Whether you’re training internal teams, supporting channel partners, or driving product adoption, we’re here with quick insights, strategy sessions, and honest conversations about what actually works. Real Conversations. Real Insights. Real Growth. New episodes drop twice a month.

Creator

B-Lynk
Years Active

2025 - 2026
Episodes

18
Rating

Clean
Copyright

© Copyright 2026 B-Lynk
Show Website

Train to Gain