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

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 online 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.

a. 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?

b. Find the p value in (a) and interpret its meaning.

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a H 0 1 2 H 1 1 2 Where Population 1 Cobrowsing 2 Noncobrowsing Decision rule If pvalue 005 reject H ... View full answer

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