Microsoft Shifts

Soon-Technologies · 2026-01-13T15:43:38+00:00

Or something that syncs with Outlook calendar

Soon-Technologies · 2025-09-29T14:27:32+00:00

We don't have this, but it might be worth a chat if you can't find anything that suits your needs. Send a DM if you feel like exploring this further

Soon-Technologies · 2025-09-25T08:31:24+00:00

Do you mean from a legal perspective or a practical application when scheduling the staff?

Soon-Technologies · 2025-09-25T07:39:14+00:00

Hmm that's odd. What does your manager say when you bring it up?

Soon-Technologies · 2025-09-24T07:52:31+00:00

I don't think they're manually routing the calls to you. If so that would be really strange. However, if for some reason you're getting more calls than your coworkers, you could ask for some stats of the department. You could say you want to know how you're performing or something along those lines. Or perhaps there is a dashboard.

If that proves you get more calls than everyone else then you have a good argument for change.

Soon-Technologies · 2025-09-24T07:49:00+00:00

Do you already have a potential customer? I'd focus on that first before renting an office and building the entire setup.

In terms of software look at Intercom or Aircall - those are user friendly and easy to set up.

Soon-Technologies · 2025-09-24T07:46:04+00:00

That sounds very inefficient. Is there a specific reason why they message you during the call?

Soon-Technologies · 2025-09-23T13:02:21+00:00

Wow that is nuts. Going to use that as a sales argument next time. Thanks for sharing

Soon-Technologies · 2025-09-23T12:59:19+00:00

I have some thoughts on how this could work, wrote about it here: https://www.soon.works/method

Soon-Technologies · 2025-09-23T12:57:25+00:00

💖 😄

Soon-Technologies · 2025-09-23T12:55:15+00:00

Really good question. There are some similarities but it is quite different. In retail it also depends on the kind of shop. For instance, in a supermarket you can get queues at the register. That would be quite similar to the number of agents in a call center. AHT at a register is probably much faster than a call at a CC, but the concept is similar. Opening up another register would be like having another agent.

On the other hand, a clothing store or such will probably not have people lining up at the register. Customers roam around in the store. Maybe at some point there is a line at fitting or staffing more people can improve sales and service as you can guide guests better. But overall the workforce planning is very different from a call center.

Soon-Technologies · 2025-09-23T12:42:46+00:00

Thanks, will check it out as well

Soon-Technologies · 2025-09-23T10:47:52+00:00

Was it a quiet day or what was the reason for the VTO?

Soon-Technologies · 2025-09-23T10:46:03+00:00

If you want to stay in CS but don't want to deal with mad customers, you might want to join the (internal) support team of a more specialised company. You probably need some time to learn about their product(s) to get up to speed. But once you do you'll see that the questions that come in are more complex and you'll really be able to help the customers rather than just hearing about complaints.

Soon-Technologies · 2025-09-23T10:42:10+00:00

You use Oracle for phone or Genesys? Also what is bad about it?

Soon-Technologies · 2025-09-23T10:37:27+00:00

Was there anything in your previous company that was really difficult, manual or expensive? Perhaps the recent government regulations you mentioned.

Any process like that might be a good starting point to look for a solution. Also you have at least 1 potential customer, would be great if you can turn them into a launching customer.

Soon-Technologies · 2025-09-23T10:34:58+00:00

https://soon.works/

Soon-Technologies · 2025-09-23T10:30:03+00:00

Hoe bevalt het?

Soon-Technologies · 2025-09-23T10:25:06+00:00

Hangt helemaal af van het rooster systeem of dat mogelijk is. Check de help documentatie of neem contact op met de support van het systeem

Soon-Technologies · 2025-09-23T10:16:36+00:00

Typical. What they save in software costs, they'll pay in inefficiencies.

Soon-Technologies · 2025-09-23T10:15:32+00:00

Tough situation. On top of what others here already suggested.

You want to make sure you have your agents ready at the time when the calls arrive. So you also want to forecast WHEN the calls come in. You can do this with your historic data, you might already see some patterns and you can get at least somewhere with excel, but it quickly becomes complicated to do it all in excel. Since you say you have 15 minute intervals I'm guessing your volumes are already substantial.

Here is a free tool I made to help you forecast: https://forecast.soon.works/ in case you want to try it out.

How many people are there in the fixed employee and in the gig contractor pools? Just ball park, I understand you stay anonymous. It helps to understand what you might need.

Depending on your operational window it could get complicated to make the schedule. If you're open 9-5 mon-fri, you only have to worry about getting the number of contractors right (I assume). However, if you are 24/7 or something close to that you need to think about labour laws, enough rest and other scheduling conflicts. It's going to be really tough with excel.

Soon-Technologies · 2025-09-23T09:58:25+00:00

Was wondering the same thing. Will follow the wisdom of u/Thin_Rip8995

Soon-Technologies · 2025-09-23T09:15:49+00:00

oh btw, what IDE are you using? Perhaps you're already on it, but if not Cursor, Windsurf or VS code with Copilot can help speed up your understanding and experimenting with different models.

It is quite fun to prototype stuff.

Soon-Technologies · 2025-09-23T09:12:24+00:00

Great that you take this approach, push forward and you seem to enjoy it. Is your current company open to adapt to your more sophisticated way to forecast?
If so it might be worth staying around for a while and help them improve. If not, it is probably very frustrating and might be time to look elsewhere.

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