In fast-moving operations — whether in contact centers or enterprise workforce teams — “more” sometimes feels like the only answer. More calls, more channels, more metrics, more urgency.
But as Darryl Kelly, CEO of Aspect, reminds us in the FutureWorks Podcast, energy is a finite resource.
Running at 100% sounds like a goal, until you realize it leaves no room for recovery, reflection, or resilience. In reality, sustainable performance happens closer to 70%: a pace that preserves capacity and allows teams to respond when the unexpected happens.
“If you’re running at 100% all the time, you’ve got no margin to handle the unexpected. I try to run at 70%. That 30% is where the adaptability comes from. It’s your reserve, your room to think, to pivot, to respond instead of react.” — Darryl Kelly, CEO of Aspect.
Why running at 100% isn’t sustainable
In a workforce environment where demand fluctuates by the minute, leaders often push for peak output. The problem? People aren’t built for continuous sprinting.
When every schedule, queue, and report is optimized to full capacity, the smallest disruption causes a domino effect. A spike in call volume, a new compliance update, or even a staffing gap can throw the operation off balance.
As Darryl Kelly puts it, operating with reserve is what keeps you adaptable. That extra 30% margin is your breathing space - and the difference between reacting and responding.
Does your team feel like they're running at 100% with no time to breathe? In FutureWorks Ep. 12, Darryl explains how creating margin (not just more motion) drives lasting performance. Listen to the full episode here.
Creating capacity, not just efficiency
It’s easy to equate efficiency with success. But true operational excellence requires capacity — room for people to think, adjust, and grow. Here are three ways workforce leaders can start shifting the mindset:
Build margin into schedules.
Use forecasting and workforce productivity tools to create intentional buffer time, not idle time. Agents who aren’t constantly at maximum occupancy deliver better customer experiences and are less likely to burn out.
Track energy, not just effort.
Metrics like schedule adherence, average handle time, and utilization are important, but they don’t tell the full story. Use employee feedback, coaching sessions, and surveys to gauge how your team feels about the workload.
Model sustainable leadership.
When leaders respond to every fire drill, teams learn that urgency is the only acceptable pace. Protect your own energy, delegate effectively, and communicate priorities clearly. Your behavior sets the standard.
The ROI of reserve
Contact center leaders are under constant pressure to hit KPIs and service levels, but preserving capacity isn’t at odds with performance. It’s a driver of it. Teams with sustainable workloads experience:
- Lower turnover and absenteeism.
- Higher quality scores and customer satisfaction.
- More consistent adherence and service levels over time.
When energy is managed strategically, you’re not just optimizing labor — you’re protecting one of your most critical assets: your people.
Dive deeper into this idea in Episode 12 of the FutureWorks podcast, where Darryl Kelly shares practical insights on sustainable leadership.
How Aspect helps contact centers find the balance between capacity and performance
At Aspect, we believe technology should amplify human potential—not deplete it. Our workforce management solutions help contact centers plan smarter, forecast with precision, and build schedules that flex with reality.
From forecasting to real-time insights and self-service tools, we help workforce leaders build better workdays, giving teams the breathing space they need to perform at their best.
Learn more about Aspect workforce management solutions.
