Case Study: Radial achieves 3% lift in first-contact resolution and improved customer experience with Calabrio Analytics

Turning contact center data into compelling insights used to enrich and revitalize human interactions

Radial, a leader in omnichannel commerce technology, faced a growing customer experience problem: contact center agents frequently used “powerless” language (for example, “can’t do that,” “company policy,” “unfortunately”), which increased customer effort and friction. Using Calabrio Analytics and sentiment analysis, leaders quickly identified the problem phrases and dug deeper to understand which agents struggled with advocacy and why.

Armed with those insights, Radial implemented a targeted training program teaching “advocacy” language, weekly role-play exercises for high-friction contacts, and ongoing huddles and one‑on‑one coaching to build muscle memory. The initiative drove measurable improvements: +3% net first contact resolution, +2.48% rep knowledge, +2.17% CSAT, +0.56% rep demeanor, and projected annualized savings of $88,720 for clients and $74,400 for Radial through fewer repeat calls and better customer outcomes.

Radial

Nicole Price

Customer Experience Manager