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.