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

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 January * What “intelligence actioned” means — and why it’s different from traditional analytics * Why most companies only review 1–2% of their calls and what it’s costing them * How Tresic’s 16 vertical packs deliver industry-specific intelligence * The connection between real conversation data and AI readiness * How B-Lynk’s SmartScore uses Tresic data to assess documentation confidence * What 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 invisible * Acting on conversation intelligence — not just reporting on it — is what drives real business change * AI readiness requires clean, accurate documentation, and real call data is the best source for identifying gaps * The combination of conversation intelligence and targeted training creates a continuous improvement cycle * AI levels the playing field — what differentiates organizations is how they engage the human side of it

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

EPISODE OVERVIEW 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. 2. 3. Early systems were complex, on-premise deployments focused primarily on technology. 4. 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. 6. 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.

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 1. An overview of NuWave’s channel strategy and industry focus 2. 3. The challenges organizations face with post-deployment adoption 4. 5. Why end users play a critical role in product success 6. 7. The connection between training, profitability, and renewals 8. 9. Supporting partners and carriers with scalable enablement resources 10. 11. How forward-thinking partnerships strengthen competitive positioning 12. Key takeaways 1. Adoption gaps remain a major industry challenge as organizations transition to modern communication platforms 2. 3. End-user experience impacts satisfaction, retention, and revenue 4. 5. Training and enablement aren’t add-ons — they are strategic differentiators 6. 7. Providing a complete lifecycle experience builds trust and drives renewals 8. 9. Channel partners benefit from resources that extend beyond technical delivery

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: 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.

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 ABOUT 1. The early days of VoIP and UCaaS—and how adoption challenges then mirror what we’re seeing today 2. 3. Why new technology feels overwhelming, even when the functionality hasn’t changed much 4. 5. How training helps reduce resistance and build confidence during technology transitions 6. 7. The shift from one-time purchases to subscription models—and why adoption is now priority one 8. 9. Why onboarding can’t be a one-and-done event in a world of growth, churn, and role changes 10. 11. The importance of ongoing training to support renewals, expansion, and long-term value 12. PARTNERSHIPS & ADOPTION INSIGHTS 1. How strong partnerships are built on trust, mutual support, and “opening doors together” 2. 3. Why recorded, on-demand training is essential for scaling enablement over time 4. 5. The role of snackable, bite-sized learning in driving real feature adoption 6. 7. How training supports outcomes—not just product usage 8. CONTACT CENTER FOCUS 1. Why contact center adoption is significantly more complex than traditional VoIP 2. 3. The growing importance of admin vs. end-user education 4. 5. How reporting has become a major adoption hurdle—and a major opportunity 6. 7. The shift from manual wrap-up tasks to AI-assisted workflows, and what that enables next 8. 9. How reducing employee resistance starts with the right tools and clear guidance 10. 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.