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Positive effects on the customer? experience

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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 76of 121 co-browsing organizations use? skills-based routing to match the caller with the right? agent, whereas 92of 168 non-co-browsing organizations use? skills-based routing to match the caller with the right agent.

At the 0.01 level of? significance, is their 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? State the null and alternative? hypotheses, where π1is the population proportion of? co-browsing organizations that use? skills-based routing and pi π2is the population proportion of?non-co-browsing organizations that use? skills-based routing.

Reference no: EM132155437

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