The Leicester City playbook for CX: how Agentic AI helps teams outperform the odds

In 2016, Leicester City did what most thought was impossible. They won the Premier League—not by outspending rivals or chasing star signings, but by getting the basics right. They played as a unit, stayed disciplined, and spotted opportunities others overlooked. While some waited for brilliance, Leicester built consistency—and it paid off.

That mindset carries over surprisingly well to the contact centre.

When you’re always playing catch-up

Too many contact centres are built to react, not to anticipate. It’s like going a goal down early and spending the rest of the match chasing the equaliser. Supervisors dive in when queues surge. Leaders watch dashboards like match stats, trying to predict where the next barrage will hit.

But when there’s an influx of demand—across multiple channels—even strong teams can come undone. Agents rely more on gut instinct than game plans. Mistakes creep in. Morale dips. Momentum slips.

One good shift doesn’t prove it’s all working. When pressure mounts and there’s no coordination—no clear ownership, no shared understanding—teams lose direction. Small issues get missed. Performance falters. Belief in the process fades.

Enter Agentic AI: your tactical playmaker

Instead of reacting to problems, Agentic AI sets the tempo from the first whistle. Like Claudio Ranieri — Leicester’s title-winning manager, known for his subtle but astute decisions — it adjusts tactics before things start to fall apart.

It tracks performance as it unfolds, picks up early signs of trouble and makes quiet course corrections. Think of it like a box-to-box midfielder: breaking up pressure, handing off tasks, helping everyone stay organised.

When an agent starts to tire after a tough run, or hold times begin to stack up, Agentic AI steps in. It re-routes requests, offers live suggestions, and gives supervisors the heads-up to step in early—before manageable delays spiral into serious service breakdowns.

A difference you can feel—even if you don’t see it

Agentic AI isn’t front of house like a chatbot or virtual agent. It works behind the scenes—linking past and present interactions, spotting contact centre delays, and preparing the right response before the next query even lands in the queue.

That means fewer repeated questions. Shorter waits. Agents staying focused and ready to help. It’s the kind of play that doesn’t show up on highlight reels — but changes the result.

And there’s urgency to getting this right. Long hold times remain one of the top complaints in customer service, and 86% of customers say they’ll walk after just two poor experiences. That doesn’t just dent CSAT. It fuels complaints, saps energy, and adds weight when it’s least welcome.

Agentic AI helps you act earlier. Keeps responses moving without delay. Gives teams a bit of breathing room—and helps them manage conversations with confidence.

More than a star player—a system that works

Leicester didn’t rely on one superstar. They had balance. Clarity. And someone scanning the pitch, always a step ahead.

That’s what Agentic AI brings. Not automation that sidelines people—but support that lifts the whole team.

When multiple channels peak at once and demand outpaces cover, it’s already making adjustments—reworking queues, syncing up data, and giving team leads the visibility to act before it’s too late.

One large retailer, for example, cut complaints by 17% simply by using AI to spot traffic patterns and adapt staffing ahead of peak demand. That’s the kind of decision that wins matches before they’re played.

Keep your best players in top form

Even the most capable players can’t give their best if they’re run ragged. The same goes for contact centres. Overflowing queues. Manual admin overload. Emotionally complex cases without proper escalation paths. Over time, it dulls focus and undermines motivation.

Agentic AI helps protect your people. It watches for early signs of burnout: longer calls, rushed wrap-ups, energy starting to dip. Then it acts. It lightens workloads, flags support where someone might be drowning, and helps agents stay focused without running themselves into the ground.

This isn’t about softening the game. It’s good coaching. The kind that keeps your team ready when it counts.

Outperforming the odds—your way

Leicester didn’t win by following the crowd. They found a better way — one that valued teamwork, planning, and a deep understanding of the game.

Agentic AI brings that same mindset to customer experience. It sees trouble coming. Takes some of the day-to-day strain off their shoulders. And gives people the space to manage conversations with confidence—even when the match gets tough.

Because the best results don’t always come from big budgets. They come from control, connection, and the kind of teamwork that sticks.

Ready to take your contact centre to the top of the table?

Get in touch with Cirrus today.