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Positive effects on the customer experience

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Reference no: EM131945153

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. (Source: Cobrowsing Presents a 'Lucrative' Customer Service Opportunity, available at bit.ly/1wwALWr.)

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.

Reference no: EM131945153

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