In the complex maze of contact center operations, most leaders can only see a fraction of what's really happening. Like submarine captains navigating with limited sonar, they miss the vast ocean of activity beneath the surface. Skan AI works like advanced underwater imaging, revealing the complete picture of agent activities across every application and process.
Let's look at how Skan AI has helped 3 leading enterprises in their contact center optimization journey.
One of America's largest health insurers operated a massive contact center with over 20,000 representatives. Their costs kept rising despite multiple improvement initiatives. Traditional process mapping and time studies weren't working.
They couldn't understand why agents took so long to handle calls. Their systems showed good talk times, but overall handle times remained high.
The insurer implemented Skan AI to observe how agents actually worked across all applications. Installation was quick and required minimal IT involvement. Within weeks, they had their first insights.
What they discovered shocked leadership. The data revealed patterns nobody had spotted before.
Skan AI's process intelligence platform uncovered three major issues that traditional methods had missed:
The health insurer identified $28 million in potential savings from operational efficiency improvements. They implemented changes that cut down non-value-added activities by 40%.
Within six months, they had reduced application switching by 52%. Average handle times dropped by nearly a minute per call. "The depth and specificity of the data-driven insights delivered by Skan AI in 3 months would have taken a team of 8 six sigma blackbelts multiple years to put together," said their Director of Process Excellence.
A leading healthcare payer struggled with low First Call Resolution (FCR) rates in one of their contact centers. Customers frequently had to call back about the same issues. This created frustration and increased costs.
Leadership couldn't pinpoint why some agents resolved issues on the first call while others didn't. Their existing systems showed what happened but not WHY it happened.
The company partnered with Skan AI to discover insights that would help improve their FCR rate. The implementation focused on tracking end-to-end customer journeys across all applications and channels.
Skan AI observed how work actually happened, not just how it was supposed to happen. This approach revealed the exact differences between high-performing and average agents.
The analysis uncovered several critical insights:
The healthcare payer achieved remarkable improvements through these insights:
The project identified $15 million in cost savings. More importantly, customer experience improved substantially as more issues were resolved on the first call.
A major financial services company struggled with their IRA and 401k consultation process. Agents juggled multiple platforms including their CRM, ERP, file storage and document signatures.
This complexity created high average cycle times of 2.6 days. Only 10% of consultations resulted in sales.
Skan AI observed the entire consultation workflow across all applications. It tracked exactly how agents navigated between tools. The system identified where time was being wasted.
The analysis revealed significant inefficiencies. Agents were spending excessive time sending documents manually. They were entering the same data in two different applications.
The insights from Skan AI helped the company identify nearly $13M in estimated savings. They reduced average call processing time by 45%. Sales conversion rates improved as agents spent less time on paperwork. Employee satisfaction increased as frustrating duplicate work was eliminated.
The company implemented automation for routine document tasks. This reduced manual effort and eliminated errors from incorrect documents being sent.
Every organization was shocked by what they discovered. Leaders had no idea how much application switching was happening.
All three companies found excessive after-call work consumed agent time. Process variations caused significant waste across all organizations.
The companies discovered applications being used that management wasn't aware of. This shadow IT created major inefficiencies and security risks.
Look for these warning signs of application switching problems:
After-call work might be excessive if:
Process variations are likely costing you if:
These three case studies reveal the power of seeing what's really happening in your contact center. The combined impact totaled over $50 million in savings. The competitive advantage of process visibility can't be overstated. Organizations that can see and optimize their complete workflows will outperform those still operating in the dark.
Skan AI observes every application agents use without requiring integration. Other approaches only see part of the picture.
The platform creates a digital twin of operations that shows exactly how work flows. Traditional methods cannot achieve this complete visibility.
Continuous monitoring captures all process variations over time. This is far more accurate than point-in-time studies or manual observations.
You likely have hidden costs waiting to be discovered as part of your contact center optimization. The question is whether you'll find them before your competitors do.
Want to see what's really happening in your contact center?