This week's guest is Dan Smitley, 20 year workforce management industry expert, and he is diving into service level and occupancy.

Service level is focused on the customer experience. Occupancy is focused on the business & agency experience.

This is why they have to be measured together to get the best results!

Most contact centers only measure one of the two.

Biggest piece of advice from Dan to workforce managers - slow down and listen. It's absolutely worth it.