A Day in the Life at B-Lynk: Meet Lisa, Trainer Extraordinaire

When a company implements a new contact center or platform, the difference between success and frustration often comes down to one crucial element: TRAINING. 

Meet Lisa, one of B-Lynk's accomplished training specialists, whose infectious enthusiasm and deep expertise have been transforming technical complexity into "aha!" moments for nearly five years. "Contact centers are my jam!" Lisa exclaims with characteristic enthusiasm. As a multi-platform instructor specializing in complex services, she's made it her mission to transform technical knowledge into accessible, engaging learning experiences.

The Art of Engaging Training

What sets Lisa apart isn't just her technical expertise – it's her ability to make learning both fun and effective. Don't be surprised if you hear a "woo-hoo" or receive a virtual high-five during one of her sessions. This infectious energy isn't just for show; it's a carefully crafted approach to ensure information retention and participant engagement.

But there's a serious methodology behind the enthusiasm. "You have to ask qualifying questions to meet the audience at their comfort level and understanding of the content," Lisa explains. Before each session, she researches her audience to create industry-specific examples that resonate with their daily experiences. This personalized approach has led to remarkable outcomes, including receiving a standing ovation from Cisco's CSM team during their sales enablement session.

Beyond the Virtual Classroom

What truly distinguishes Lisa's approach is her attention to the human element of training. In an era where virtual sessions have become the norm, she's mastered the art of "reading the room" in digital spaces. She pays careful attention to participants' tone of voice, engagement levels, and comfort with the material, ready to pivot her approach when needed.

This adaptability has proven invaluable in complex implementations. In one notable instance, a project manager declared that Lisa's performance had been instrumental in saving their account – a testament to how effective training can impact not just individual learning but entire business relationships.

Looking to the Future

With an eye toward the evolving landscape of UCaaS and SaaS, Lisa emphasizes the importance of staying ahead of the curve. "The days of service packages being a 'box set' or cookie cutter are a thing of the past," she observes. As more companies adopt SaaS solutions, she sees personalized learning becoming increasingly important, with AI-powered tools complementing rather than replacing the human touch that makes training truly effective.

When she's not transforming complex technical concepts into digestible knowledge, you might find Lisa cheering for Notre Dame football (a lifelong passion) or planning her next trip to New Orleans to reconnect with her Cajun roots. This blend of professional expertise and personal authenticity is what makes her – and B-Lynk's approach to training – uniquely effective.

Her advice for those new to the field? "Learn as much as you can about your content, but most importantly, practice active listening. You have to know your audience and be able to read them." It's this philosophy that continues to drive successful outcomes for B-Lynk's clients.

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This is the first installment in our 2025 "A Day in the Life" series, highlighting the exceptional team members who make B-Lynk a leader in unified communications training and enablement. Stay tuned for more inspiring stories from our team.