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.

🔍 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.