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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

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.

Apr 25 2020 View more View Less

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