Question

Does co browsing have positive effects on the customer experience? Co browsing refers to the ability to have a contact center agent and customer jointly navigate an application (e. g., web page, digital document, or mobile application) on a real time basis through the web. A study of businesses indicates that 81 of 129 co browsing organizations use skills based routing to match the caller with the right agent, whereas 65 of 176 non co browsing organizations use skills based routing to match the caller with the right agent. (Source: Cobrowsing Presents a “ Lucrative” Customer Service Opportunity, available at bit. ly/ 1wwALWr.)
a. Construct a 2 × 2 contingency table.
b. At the 0.05 level of significance, is there evidence of a difference between co browsing organizations and non co browsing organizations in the proportion that use skills based routing to match the caller with the right agent?
c. Find the p value in (a) and interpret its meaning.
d. Compare the results of (a) and (b) to those of Problem 10.34 on page 347.


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  • CreatedJuly 16, 2015
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