BCG · Operations · Hard · Travel / Customer Service · Voice-ready

VoyageDesk Service Center Redesign

VoyageDesk is missing both service and cost targets. The specific question is whether to move simple contacts to self-service while preserving recovery for disrupted travelers. Revenue moved from $100m to $105m, while operating profit moved from $20m to $20m. Management wants a recommendation grounded in the exhibits and a practical first test.

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