Staffing a 24/7 support rota without burning out your team
Follow-the-sun coverage, on-call compensation, and the difference between a rota that survives contact with reality and one that quietly destroys your retention.
OMNELIAS Journal
Field notes on modern customer operations
Playbooks from the Elias Tech team building OMNELIAS, written for people who run WhatsApp, support and revenue conversations.
Customer Support
3 articles in this category
From tickets to conversations: rethinking your queue model
Ticket-shaped thinking creates queues that optimise for closure rather than resolution. What changes when you model ongoing relationships instead of discrete work items.
How to run a support QA calibration session
If two reviewers score the same conversation differently, your quality programme is measuring reviewers rather than quality. A 60-minute format that fixes it.
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