10.34 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.