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

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.

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.

c. Compare the results of (a) and (b) to those of Problem 10.34 on page 375.

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a Because X 2 STAT 199467 3841 reject H 0 There is evidence that there is a significant ... View full answer

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