Hollins Tarrant / BG-Demo – Training
Callcompleted
Hollins Tarrant · 20 Feb 2024 16:00
Callie Brennan trained Josh Penrose on chat, quiet-client lists, search and ticket visibility. He found it useful and said he would use it on a busy afternoon, provided it does not slow him down.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan trained Josh Penrose on chat, quiet-client lists, search and ticket visibility. He found it useful and said he would use it on a busy afternoon, provided it does not slow him down.
What happened: Callie took Josh through asking questions, finding quiet clients, search and checking sources. He then asked three questions of his own.
Customer view: Josh called the session brilliant and said he would use it on a busy afternoon, so long as it does not slow him down. He was pleased to see an open helpdesk ticket attached to a client.
Commercial: He asked to save a recurring query. Callie said a saved dashboard sits in a higher tier, and he accepted keeping it simple. He also asked about calls in search, which are not connected in his set-up.
Watch: One answer listed a closed placement, caused by a stale CRM record. Josh was the only attendee, so adoption beyond him is not yet shown.
Themes
As at Fri 9 Oct 2026Theme
Initial user training
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to check in with Jenna on how people are finding the brain.
- Josh to correct the closed placement in the CRM.
Risks
As at Fri 9 Oct 2026- Only one consultant has been trained so far, so early value rests on one person.
- A stale CRM record produced a wrong answer, which could dent trust if it recurs.
Opportunities
As at Fri 9 Oct 2026- A saved dashboard would need a higher tier, which Josh may want once the weekly quiet-client query becomes routine.
- Calls could be added through connectors if the team wants them in search.
Transcript
Josh PenroseAfternoon! Sorry, one second, I've got a candidate on the other line. Quick one, do you mind if I eat a biscuit on this? It's been that sort of day.
Callie BrennanPlease do. Afternoon, Josh. I'm Callie, I'll be taking you through the brain. Plan for the next hour or so: how to ask it questions, how to look up a client, how to find the quiet ones, and then your own questions. Is that all right?- Josh PenroseSounds great. What I'm chasing today is a placement with an engineering firm, it's got to close before month end. So anything that helps me see who's gone quiet, I'm in.
- Callie BrennanThat's exactly the place to start, then. Let me share my screen. Can you see the chat window?
- Josh PenroseYep, I see it. Looks simple enough. Good, I never read the manual.
- Callie BrennanThere isn't much of one, and you won't need it. You just type what you'd say to a colleague. Try it. Ask it something about one of your own clients.
- Josh PenroseOkay. Let me think of one. Right, I'll do the engineering firm I'm chasing. What's the latest on that client?
- Josh PenroseOh, that's quick. It's got the last placement, the contact I spoke to and, hang on, a ticket? Why's there a ticket?
- Callie BrennanThat would be from the helpdesk. Jenna raised one for that client a while back, and the brain has attached it to the account, so you can see everything in one place. It's one of the reasons we connected it.
- Josh PenroseAh, right. Jenna does all the tickets. I never raise them, I just shout at her. Cheers, that's actually useful, I didn't know that was open.
- Callie BrennanThat's the point. Now let me show you the one you said you wanted. Type, which of my clients have gone quiet?
- Josh PenroseWhich of my clients have gone quiet. Go on then.
- Josh PenroseRight, that's a list, and it's ordered. Wow. Some of those I should have rung weeks ago.
- Callie BrennanIt's sorted by how long since your last contact and last placement. If you click any of them you get the history. You can also narrow it, so ask, quiet clients in engineering in the South West.
- Josh PenroseOoh. Hang on, let me try that. In engineering, South West, gone quiet.
- Josh PenroseBetter. That's a much shorter list. Any chance I can save that? Rather than typing it every Monday.
- Callie BrennanOn your tier you can ask it as often as you like, and the chat remembers recent questions, so you can pull it up from there. A saved dashboard is a different thing and that sits in a higher tier, so I'd keep it simple for now.
- Josh PenroseFine by me. Simple's good.
- Callie BrennanNext, search. If you can't remember the client's name, just type a piece of it, or a person. Try a contact you spoke to last week.
- Josh PenroseOkay. Typing a name. Oh, it's pulled up the person and the company and the calls. Is that the call recorder as well?
- Callie BrennanNot in your set-up at the moment. What you're seeing is the CRM activity and the tickets. If you wanted calls in there we'd talk about connectors, but I'd honestly see how you get on first.
- Josh PenroseFair. One thing though. Quick one. If I get an answer that looks wrong, what do I do? Any joy getting it fixed?
- Callie BrennanGood question. First, ask it to show where the answer came from. Click the source and it'll take you to the record. If the record's wrong, that's a CRM thing and it'll fix itself on the next refresh. If the record's right and the answer's wrong, tell Jenna and she'll raise it with us.
- Josh PenroseJenna again. Of course. Right, I'll tell her.
- Callie BrennanAnd a tip. The data's refreshed overnight, so if you updated something this afternoon it won't be there until tomorrow morning. People sometimes think it's broken when it's just waiting.
- Josh PenroseAh, good to know. That would've caught me out for sure.
- Callie BrennanLast bit, then your turn. I'd like you to ask three questions you'd really ask this week, and I'll just watch. If it's useful, say so. If it's slow or odd, say that too.
- Josh PenroseBrilliant. Right. Let me do my engineering client. Who else at that firm have we dealt with?
- Josh PenroseOkay, that was useful, I've got a name I didn't have. Two more. Which of my open placements have no activity this week?
- Josh PenroseHmm, that one's odd. It's listed one that's closed. Did I close it? I might have forgotten to update it in the CRM.
- Callie BrennanThat's a good catch, and it's the CRM telling you something, not the brain being wrong. It shows what the record says. I'd update it and it'll be right tomorrow.
- Josh PenroseCheers, appreciate it. I'll fix that now, after the call. This is good. I'd use this on a busy afternoon, so long as it doesn't slow me down.
- Callie BrennanThat's all I wanted to hear. Marcus Bell from our side will check in with Jenna about how everyone's finding it. If anything bothers you, tell her and she'll tell us.
- Josh PenroseWill do. Thanks, Callie. Brilliant session. Right, off to chase my placement.
- Callie BrennanGood luck with it. Thanks, Josh.
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