$12\mathrm{.}10$ Does cobrowsing have positive effects on the customer experience? Cobrowsing 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 $129$ cobrowsing

organizations use skills$-$based routing to match the caller with the right agent, whereas $65$ of $176$ noncobrowsing

organizations use skills$-$based routing to match the caller with the right agent.

a$.$ Construct a $22$ contingency table.

b$.$ At the $0\mathrm{.}05$ level of significance, is there evidence of a difference between cobrowsing organizations and

noncobrowsing 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 $10\mathrm{.}34$ on page $335\mathrm{.}10\mathrm{.}33$ What social media tools do marketers commonly use? A survey by Social Media Examiner of B$2$B marketers $($marketers that focus primarily on attracting businesses$)$ and B$2$C marketers $($marketers that primarily target consumers$)$ reported that $267(81\%)$ of B$2$B marketers and $295(44\%)$ of B$2$C marketers commonly use LinkedIn as a social media tool. The study also revealed that $149(45\%)$ of B$2$B marketers and $308(46\%)$ of B$2$C marketers commonly use YouTube as a social media tool.

Suppose the survey was based on $330$ B$2$B marketers and $670$ B$2$C marketers.

a$.$ At the $0\mathrm{.}05$ level of significance, is there evidence of a difference between B$2$B marketers and B$2$C marketers in the proportion that commonly use LinkedIn as a social media tool?

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

c$.$ At the $0\mathrm{.}05$ level of significance, is there evidence of a difference between B$2$B marketers and B$2$C marketers in the proportion that commonly use YouTube as a social media tool?