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 369.