Chapter 12, Problem 10PS

Docs co-browsing have positive effects on the customer experience? Co-browsing refers to the ability to have a contract 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 business 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. Construct a $2\times 2$ contingency table.

b. At the 0.05 level of significance is there evidence of a difference between co-browsing organization in the proportion 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 375.