Changing customer needs and increasing volatility in business travel requirements made it increasingly important that CWT boost its operational flexibility. The company’s operating model, based on call centers staffed with full-time travel counselors, created a challenge when responding to significant spikes in call volumes. To address this, CWT restructured its call center organization to allow more agents to be based at home and in small offices. This not only allowed new work options, but also provided greater flexibility for both travel counselors and the company in dealing with the variations in call volumes.