In this episode of B-Lynk: Train to Gain, hosts Erin Raitt and Katie Merrill sit down with Lisa Rouse, one of B-Lynk’s lead instructors, for an inspiring conversation about the art (and science) of effective training.

• 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.

• 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.

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.

In this episode of Train to Gain, Erin Raitt and Katie Merrill sit down with Amy Bailey, founder of Unusually Unusual Consulting and co-founder of the Channel Marketing Association. Together, they dive into the art of making the most of channel events, MDF spend, and personal branding strategies that keep you top of mind long after the conference ends.

• 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!

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.

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!

Overview

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.

In this episode of Train to Gain, hosts Erin Raitt and Katie Merrill sit down with Joe Marion, President of the Cloud Communications Alliance (CCA), to explore the evolving role of AI in the communications industry. From the early days of cloud communications to today’s AI-driven innovations, Joe shares valuable insights into how organizations can thrive in this transformative landscape.

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.

In this episode of Train to Gain, Erin and Katie welcome their very first guest—Kameron Olsen, founder of The Channel Advisors. Kameron brings 20+ years of channel experience to the table and shares real insights on supplier enablement, sales strategies, and what it takes to succeed in the growing TSD ecosystem.

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.

• 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

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.

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.

In Episode Three of Train to Gain, hosts Erin Raitt and Katie Merrill explore how to empower your indirect sales teams effectively through targeted, impactful content. They discuss the critical role of choosing the right delivery platforms—such as knowledge bases, Learning Management Systems (LMS), or Partner Relationship Management (PRM) software—to maximize content accessibility and effectiveness.

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!

In Episode Two of Train to Gain, co-hosts Erin Raitt and Katie Merrill tackle the critical topic of foundational product education. They explore effective strategies for educating sales teams in both direct and indirect sales models, highlighting the importance of creating versatile, digital training content such as videos, e-learning courses, and knowledge bases.

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!

Welcome to the first episode of Train to Gain! Meet your hosts Erin Raitt and Katie Merrill, who combine their passions for education, sales enablement, and product adoption to deliver actionable insights in every episode.

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!

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Mentioned in this episode:

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Show Notes: TEST, end of Podcast

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