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.

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 4

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
11/19/2025

The OGs: MOVE - Go-To-Market Success with Caitlin Clark-Zigmond

Overview 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.

28 min
11/05/2025

The OGs: Bling, Beginnings, and the Bright Future of AI in Learning with Mike Enders

Overview 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.

20 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

16
Rating

Clean
Copyright

© Copyright 2026 B-Lynk
Show Website

Train to Gain