Klark's blog

Discover churn: definition, calculation formulas, benchmarks by sector, main causes, and concrete strategies to reduce customer attrition.

Discover the support backlog: definition, causes of accumulation, impacts, and concrete strategies to reduce and control your stock of pending tickets.

Discover the knowledge base: definition, benefits, content to include, and best practices for creating an effective help center for your customers and agents.

Discover AHT (Average Handle Time): definition, calculation formula, benchmarks by channel, and tips for optimizing your average handling time without sacrificing quality.

Find out what an AI agent is: a clear definition, how it works, how it differs from chatbots, and how these autonomous artificial intelligences will revolutionize customer service in 2025.

Discover what a service desk is: complete definition, differences with help desk and ITSM, essential functionalities according to ITIL, comparison of the best software 2025, deployment guide and best practices for a high-performance service desk.