Question: 12.10 Does cobrowsing have positive effects on the customer experience? Cobrowsing refers to the ability to have a contact center agent and customer jointly

12.10 Does cobrowsing have positive effects on the customer experience? Cobrowsing refers

12.10 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 0.05 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 10.34 on page 335.

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