Blog post
2 mins
Standardize on your team's best work
Identify the most efficient call handling patterns and replicate best practices.
Cut after-call work and handle times
Reduce after-call work by up to 40% and cut average handle time by up to 30%.
Increase first-contact resolution rates
Identify root causes behind call transfers and solve cases faster.
Uncover how the best work happens and make it the new standard
See what’s slowing your agents down: handle time, after-call work, and transfers
- Use work observation to inform existing turnover diagnostics so you can see how inefficient processes impact the agent experience.
- Analyze handle-time root causes to identify what’s costing agents the most time during and between calls
- Determine where the most time is wasted on after-call work to map transformation priorities onto your roadmap.
Turn your best agents’ work into standardized processes for your team
Differentiate high-performance work patterns and determine how to incorporate insights into process design
Detect friction points like frequent app switching or call transfers to identify how to improve processes and training.
Track performance metrics like first-contact resolution rates to evaluate the success of transformation efforts over time.
Extend optimized and automated processes across contact center teams
- Capture full operational context in a Context Graph of Work that keeps agentic transformation grounded in reality.
- Deploy AI agents trained on real contact center work so they can handle exceptions and edge cases.
- Continuously track performance and establish new baselines to keep improving work and measure ROI.
Frequently asked questions
Skan AI observes process flows without capturing sensitive content. All images captured are masked and stored locally so your organization maintains complete control and stays in compliance with privacy regulations.
No, Skan AI platform is not designed for productivity monitoring or individual performance evaluation. All process data captured is anonymized by default and used to inform process improvement and standardization.
Skan AI captures work in all applications, including non-integrated systems. For contact centers, this comprehensive work observation is important as it ensures work activity in both cloud and legacy systems (e.g., CRMs, contact center software, workforce management, quality monitoring) is completely captured instead of relying on event logs, documentation, or SME interviews.
Most desktop tools capture snapshots or can't scale beyond small teams. Skan AI continuously monitors work across thousands of agents and dozens of teams at once, capturing every action across every application. That data is then turned into patterns and insights into what behavior leads to higher productivity and better outcomes so you can see the hidden workflows that make top performers shine.
Yes. Skan AI scales to thousands of users across any location. We don't need integration with your systems, so we can observe work across all your global teams and show you which process variants are more efficient or more effective and why.
Skan AI directly impacts your key contact center metrics including:
- Average Handle Time (AHT) by reducing unnecessary steps and application switching
- After-Call Work (ACW) time by identifying automation opportunities
- First Call Resolution (FCR) by showing how top performers solve issues the first time
- Cost per call by identifying more efficient workflows
Skan AI platform helps your organization build a digital twin of operations that shows exactly how work happens across all applications. We commonly find:
- Excessive application switching (often 40+ times per case)
- Hidden steps in non-integrated systems
- Unnecessary workarounds your best agents don't use
- Repetitive tasks perfect for automation
Manual observation is limited by sample size, human bias, and the Hawthorne effect (i.e., people working differently when watched). Skan AI objectively observes thousands of agents continuously, finding patterns humans can't see. Our customers typically identify 30% efficiency improvements beyond what manual studies find.
Skan AI requires no integration with your existing systems. Our lightweight agent observes all applications but doesn't interact with them. This means quick deployment without IT complexity. You can keep all your current tools while gaining new insights about how they're used.
Typically, Skan AI engagements for contact center optimization take 2-8 weeks from kickoff to initial insights.
