Solve staff shortages with Digital Engagement

10/06/22 Wavenet
Solve staff shortages with Digital Engagement placeholder thumbnail

In contact centres, managers say they can quite often struggle with staff shortages, making it difficult to maintain service levels.

If a contact centre is short-staffed, a Digital Engagement solution can help strategically manage contact volumes without compromising on service quality or sales targets. 

“I hear from contact centre leaders about the impact of staff sickness – it puts pressure on their ability to provide high service levels to customers through voice alone. This is yet another reason why digital enablement, combined with human empathy, is becoming a key focus as contact centres evolve.”

— Stephen Yap, Research Director at the Call Centre Management Association (CCMA)

Solving staff shortages with Digital Engagement

Digital Engagement solutions enable businesses to deliver more interactive and personalised customer experiences online. But they’re also an effective channel management tool.

With Digital Engagement, businesses can identify the intent of every person who visits their website. With this information, they can then guide them to the most efficient and cost-effective channel for their journey or enquiry based on their value to the business, agent availability, workload and opening hours. This enables the business to stay in control of inbound contact volumes and continue to meet service and sales targets – even when short-staffed.

Many companies today offer the same level of assistance to all visitors on their website. However, this requires a large pool of agents and resources that many contact centres do not have — especially during staff shortages. Digital Engagement instead helps maximise the use of digital channels and engage live agents for only the most valuable interactions.

 

How Puzzel Digital Engagement works

  1. Identify web visitors’ needs in real-time

Almost 90% of customer journeys now begin online. But a common challenge for businesses today is being able to tell who on their website is just browsing, who’s looking for support, and who’s ready to buy.

Our Digital Engagement solution makes this possible by analysing web visitors’ behaviour in real-time and identifying their intent. With this information, businesses can then make strategic resourcing decisions such as who to prioritise and how best to serve them.

 

  1. Prioritise high-value customers

Many businesses today offer support on a first-come, first-serve basis. However, if a site has thousands of visitors and limited resources, the business cannot effectively assist vulnerable customers or engage those who are most valuable to the business.

That’s why after analysing web visitors’ behaviour, Puzzel's Digital Engagement solution enables the business to categorise each individual into a distinct group. These groups can then be prioritised according to their needs and value. While it may not feel ‘fair’, it is the most cost-effective solution for the business.

Web visitors can also be categorised based on their individual customer history and value.

 

  1. Automatically offer the best solution for each customer

Once categorised, the next step is to create ‘rules’ and ‘triggers’ that engage each type of web visitor with the right offer of support, at the right time.

For example, a high-priority visitor might be offered the most ‘expensive’ channel for support, such as Voice and Live Chat, while a visitor who is only looking for the address of their closest store might be guided to a chatbot. This ensures that live agents are only utilised for the most important and high-value contacts.

If you’re experiencing high demand, customers can also be offered callbacks or a meeting with an expert at a later date.

 

Contact Centre, Puzzel

Latest blogs

See all posts
IT failure
How to prepare for a major IT failure

When a major IT failure strikes, organisations don’t get a second chance to prepare. Decisions must be made quickly, and IT information needs to be trusted, accurate, and accessible. This is where business continuity (BC) software can play a crucial role in strengthening IT service continuity (ITSC). In this article we consider what you can do to prepare in advance of an IT failure occurring and then look at how BC software can help.

Read more
penetration testing
Common vulnerabilities found in penetration testing - how to fix them

You lock your front door at night - but what about your digital one? Every website, app, and online service you use is like a house with its own set of locks. Some are sturdy and well‑maintained, while others have loose hinges, missing keys, or windows left wide open.

Read more
Placeholder thumbnail
What is cloud computing and how it benefits businesses

If you stream films on Netflix or check your email from anywhere in the world, you’re already using the cloud. But for large enterprises, cloud computing is far more than consumer convenience - it’s the foundation for operational agility, cost optimisation, and long‑term resilience. Today, the cloud underpins digital transformation across every industry. It removes the limits of traditional on‑premises infrastructure, replacing them with scalable, secure, and cost‑efficient services delivered over the internet. So, what is cloud computing really? Think of it like a global utility grid Just as organisations don’t generate their own electricity, they no longer need to build and maintain vast IT estates to power their operations. Instead, they plug into a global network of hyperscale data centres and pay only for the capacity they consume. This model transforms IT from a capital‑intensive function into an agile, consumption‑based platform that can grow or shrink instantly with business demand. Demystifying “the cloud”: what it actually is Despite the name, the cloud isn’t ethereal. It’s built from thousands of enterprise‑grade servers housed in heavily protected data centres around the world. These provide: Always‑on global availability Enterprise‑grade physical security Redundant power, cooling and connectivity High‑performance compute and storage resources Instead of storing your data on a single device or server, the cloud stores information across these resilient environments, enabling global access, multi-layer redundancy, and seamless continuity. Reducing enterprise IT costs without compromising capability Historically, enterprises spent heavily on hardware refresh cycles, data centre space, maintenance, and large support teams. Cloud computing removes these constraints. With a cloud operating model, organisations can: Shift from CapEx to OpEx Subscribe to the compute, storage and applications you need - instead of owning hardware. Avoid hardware lifecycle management Infrastructure is continuously refreshed by the cloud provider. Optimise usage Pay only for what you consume, with autoscaling to manage peaks and troughs. Reduce hidden overheads Power, cooling, physical security, patching and maintenance are no longer your responsibility. For large organisations with complex estates, this delivers predictable budgeting and measurable savings. Resilience and data protection: your always‑on safety net Enterprise outages can halt business operations. Traditional on‑premises infrastructure creates single points of failure. Cloud architecture removes this risk with: Built‑in geo‑redundancy Automated backups Multi‑site replication High availability by design If a device is lost, a server fails, or a site experiences disruption, your systems and data remain secure and accessible. This ensures continuity, protects reputation, and reduces recovery time dramatically. Scalability at enterprise scale: power for any demand Scalability is essential for large organisations with fluctuating workloads or global operations. Cloud platforms automatically scale to handle: Seasonal or event‑driven spikes Large-scale data processing Rapid user onboarding Global expansion Capacity expands the moment it’s needed - and scales back down afterwards - allowing enterprises to stay agile and cost‑efficient. Enabling hybrid work and seamless collaboration Enterprise teams are now spread across regions, countries and time zones. Cloud‑based collaboration tools eliminate version control issues and data silos. With cloud productivity solutions: Teams work from a single source of truth Multiple users can co-edit in real time Permissions and governance are centrally managed Hybrid workers get the same consistent experience This dramatically improves operational efficiency and supports a modern, flexible workforce. The cloud isn’t the future - it's the enterprise advantage today For large organisations, the cloud delivers: Lower infrastructure costs Stronger resilience and security Rapid scalability Higher productivity and collaboration Simpler hybrid working Freedom from legacy limitations It’s not a future trend - it’s the foundation of modern business.

Read more
Placeholder thumbnail
Seven CEO priorities to cut cyber risk in 2026

Cyber risk in 2026: a core business issue, not just an IT problem The Global Cybersecurity Outlook 2026 report by the World Economic Forum highlights seven priorities CEOs should own:

Read more
PSTN Switch-off
What is the PSTN Switch-off? UK network modernisation explained

The PSTN switch-off marks a significant shift in telecommunications. It's a move from traditional landlines to digital solutions. This transition is set to transform how organisations communicate.

Read more
Placeholder thumbnail
BCM software: what it is and why you need it in 2026

Business disruption is no longer an exception - it is an operational reality. Cyber-attacks, supply chain failures, extreme weather and system outages now pose ongoing risks for organisations of every size.

Read more

Stay service-savvy

Get all the latest news and insights straight to your inbox.